Road Assist Coordinator

About the role

The Roadside Assistance Coordinator is a key position in keeping our Fleet safe while on the road. This position utilizes Truck, Trailer, Refrigeration mechanical experience as well as customer service experience to analyze, diagnose, prevent, and fix mechanical issues. If you are a driven individual who thrives in an environment poised for growth within an already long-standing industry-leading organization, this might be the position for you.

Responsibilities

• Receiving high volume calls from inbound callers and attempting to diagnose issues over the phone
• Delivering clear, effective communication to all parties
• Routing drivers to authorized repair facilities as needed
• Communicating service interruptions to Operations so that alternative delivery plans can be made
• Identifying warrantable repairs and filing claims with the appropriate vendor or manufacturer
• Processing and reconciling invoices for approval
• Other duties as assigned

Requirements

• Some knowledge of commercial vehicle components and common reasons for failure preferred
• Effective problem-solving and decision-making skills
• Ability to handle multiple tasks in a fast-paced environment with rapidly changing priorities
• Absolute commitment to following up with all parties involved
• High school diploma
• Strong written and verbal communication skills
• Computer skills
• Must be able to handle a heavy volume of inbound calls and email correspondence
• Customer service skills

Qualifications

• Preferred Qualifications: Diesel Mechanic experience, Trailer Mechanic experience, ThermoKing experience
• Work Experience: 4+ years of experience working in transportation, motor carrier experience

Skills & Abilities

• Decision making
• Communication
• Safety compliance
• Knowledge evaluation
• Training and re-training
• Incident investigation
• Policy interpretation
• Constructive feedback
• Calm under pressure
• Documentation
• Federal & State Employment Law
• Reporting
• MS365
• AS400

Physical Demands

• Prolonged periods sitting at a desk and working on a computer
• Regularly required to talk or hear
• Frequently required to sit

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.