• Serve as the primary point of contact for customers in need of assistance • Responsible for coordinating prompt and efficient service responses

• Serve as the primary point of contact for customers in need of assistance for Roadside Assistance • Coordinate prompt and efficient service responses • Demonstrate strong problem-solving and multitasking abilities • Uphold excellent communication skills while performing under pressure

• Confirm job details with customers and accurately match jobs to the right technicians based on availability, location, and skillset, ensuring technician readiness and following up persistently until the job is assigned. • Clearly communicate job details to technicians via phone, chat, or email, making multiple contact attempts as needed. • Monitor and track open jobs in real time, ensuring follow-up until the technician confirms completion. • Handle inbound and outbound communication with technicians and customers in a clear and professional manner. • Resolve scheduling conflicts and escalate issues when necessary. • Meet daily and weekly assignment targets, contributing to overall team performance. • Document all relevant communication in the CRM to ensure visibility across teams • Strong negotiation and persuasion skills; ability to effectively manage objections from field technicians and drive job commitment.

• Monitor shipments through TMS, carrier portals, GPS tools, and direct driver communications • Record real-time location updates, estimated arrival times, and delivery confirmations • Provide proactive updates to carriers, drivers, and internal teams regarding shipment status • Detect potential delays or service issues and promptly escalate them to the operations team • Keep customers informed on shipment progress and delivery confirmations • Review and verify documentation, including BOLs and PODs, for completeness and accuracy • Maintain comprehensive shipment logs and ensure all tracking data is accurate within the system