Customer Service Rep - Impound

Location: Pro-Tow

400 Stimmel Rd

Columbus, OH

Job :1027-Pro Tow

# of Openings:1

Pay Range: $18-21 Hourly

Being in this role for Guardian Fleet Services means serving as one of the most important customer-fac roles in the organization. You are often the first person people speak to during a stressful, confusing, or emotional moment. Your presence, tone, and professionalism set the stage for the entire customer experience.

Impound clerks are the steady center of a fast-moving environment. You balance policy, procedure, and compassion—often all in the same conversation. Every interaction requires exceptional patience, clear communication, and the ability to remain calm even when customers are not. People skills aren’t just helpful in this role; they are essential. You guide customers through a process they may not understand, helping them feel heard, respected, and supported while ensuring all legal and operational requirements are met.

This role demands a unique blend of firmness and empathy. You uphold company standards, protect property, maintain accurate records, and ensure compliance, all while treating each customer with dignity. Your professionalism reflects directly on the company’s reputation, and your ability to de-escalate, explain, and assist makes you a vital part of the customer journey. The Customer Service Rep will be organized, patient, confident, and compassionate—someone who can turn a difficult moment into a manageable one through excellent service and steady leadership.

• Greet customers professionally and provide clear, courteous assistance throughout the impound release process. Explain fees, procedures, and required documentation in a calm, patient, and empathetic manner.
• Handle difficult or upset customers with composure, de-escalation skills, and respect.
• Answer incoming calls, respond to inquiries, and provide accurate information regarding impounded vehicles.

• Verify customer identification and required paperwork for vehicle release.
• Process payments, issue receipts, and maintain accurate financial records.
• Complete all impound documentation, logs, and reports with precision and attention to detail.
• Maintain organized records in accordance with company policies and legal requirements.

• Communicate with drivers, dispatchers, law enforcement, and management to ensure smooth impound operations.
• Track vehicle status, inventory, and lot organization using company systems.
• Assist with data entry, filing, and other administrative tasks as needed.

• Follow all state and local regulations related to impound procedures.
• Protect confidential customer information and company records.
• Ensure proper release protocols are followed to prevent unauthorized vehicle retrieval.

• Strong customer service skills with the ability to remain patient, calm, and professional.
• Excellent verbal communication and interpersonal abilities.
• High attention to detail and accuracy in documentation and financial transactions.
• Ability to multitask in a fast-paced, sometimes high-stress environment.
• Basic computer proficiency and comfort with administrative software.
• Experience in customer service, administrative support, or preferred similar role.
• Must be able to communicate fluently in English. Bilingual is a plus (Spanish).

• Patience: Able to handle emotional or frustrated customers with empathy and composure.
• Professionalism: Represents the company with integrity and respect at all times.
• People
  
  Skills:
  
  Builds rapport, communicates clearly, and maintains a positive attitude.
• Reliability: Dependable, punctual, and…