Customer Service Rep (Roadside Assist)

About the role

Join a fast-paced roadside assistance team supporting commercial truck drivers during breakdowns and emergency situations. In this role, you'll guide customers from the moment they call for help through service completion, coordinating repairs, documenting activity, and ensuring a positive customer experience during stressful situations. This is an on-site call center position that requires strong communication skills, problem-solving ability, and confidence navigating multiple computer systems.

Responsibilities

• Answer inbound calls from customers experiencing truck breakdowns
• Manage cases from initial intake through resolution
• Coordinate with service providers, dealerships, and repair facilities
• Research truck locations using mapping tools
• Provide status updates to customers and internal teams
• Document case activity in Salesforce and other systems
• Process billing and payment information
• Troubleshoot issues and determine the best service solution
• De-escalate customer concerns with professionalism and empathy
• Handle approximately 35 inbound/outbound calls per day

Requirements

• 1+ year of customer service experience
• Strong computer skills and ability to learn new systems
• Experience multitasking in a fast-paced environment
• Excellent communication and customer service skills
• Strong problem-solving and critical-thinking abilities
• Ability to remain calm and professional during high-stress situations
• Comfortable working in a call center environment for an 8-hour shift

Skills

• Enjoy helping people solve problems
• Thrive in fast-paced environments
• Can think critically and make decisions under pressure
• Communicate clearly and confidently
• Stay organized while managing multiple priorities

Schedule

Paid training program lasting approximately 8 weeks. Training schedule typically runs Monday–Friday, 9:30 AM–6:00 PM. After training, employees transition to assigned schedules with multiple shift options available, including weekdays and weekends. 8-hour shifts with a 30-minute lunch.

Work environment

Fully on-site in Renton, WA. Large, collaborative call center environment with headset-based role and frequent phone interaction. Daily use of Salesforce, mapping tools, and case management systems. Team-oriented culture focused on customer support and problem-solving.

Job type & location

Contract position based in Renton, WA.

Pay

The pay range for this position is $27.50–$27.50/hr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available)
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee