Roadside Assistance Coordinator

Key Responsibilities:

• Answer incoming calls from roadside assistance vendors, assess the situation, and determine the best course of action.
• Coordinate with service providers such as RSA vendor, Track the status of service providers and provide updates to customers.
• Communicate effectively with stranded motorists to assess their needs, Offer solutions to non-emergency problems like flat tires, dead batteries, or lockouts.
• Document all actions and communications for record-keeping and billing purposes. Follow up with customers to ensure their satisfaction with the service received.
• Ensure the safety and comfort of stranded customers while waiting for assistance, Handle complaints and disputes in a professional and timely manner.
• Ensure timely and safe delivery of roadside services to customers. Monitor and manage performance metrics to meet service level agreements.
• Coordinate the activities of roadside assistance vendors. arrange training, guidance, and support to vendors.
• Handle escalated customer issues and complaints, ensure high levels of customer satisfaction through effective communication and problem resolution.
• Oversee the dispatch and tracking of service vehicles. Maintain accurate records of service calls and outcomes.
• Manage the daily operations of the fleet, ensuring vehicles are used efficiently and safely.
• Schedule and oversee regular maintenance and repairs to ensure vehicles are in optimal condition.
• Ensure all fleet activities comply with safety regulations and company policies.
• Evaluate and manage relationships with service providers and suppliers.
• Monitor drivers and other fleet personnel.
• Track vehicle performance, fuel usage, and other metrics to optimize fleet efficiency.
• Coordinate, document with Insurance companies arrange accident and claims for Lucid Fleets.
• Maintain accurate records of vehicle maintenance, expenses, and performance.
• Ensure all operations comply with company policies and safety regulations. Conduct regular safety audits and implement corrective actions as needed.
  

Skills and Qualifications:

• Strong Communication Skills: Ability to communicate clearly and effectively with customers and service providers.
• Capable of managing multiple tasks and high-pressure situations simultaneously.
• Focused on providing excellent customer service and managing customer expectations.
• Familiarity with GPS and dispatch software, Familiarity with dispatch software and GPS tracking systems.
• Ability to make quick decisions and solve problems efficiently.

Experience and Education Requirements:

• A degree in business, logistics, or a related field is beneficial.
• Experience in RSA & fleet management, particularly with automotive fleets, is important.Strong communication, and problem-solving skills are essential.