Automotive Service Coordinator

Job Description Job Type

Full time

Hourly

Location Details: 2600 Chicago Drive, Suite 400, Hudsonville, MI 49426. This is an in-office, full-time position.
* Please note this position is not hybrid and will report to a fleet location every day. *

Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand.

As an Automotive Service Coordinator, you will dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or electronically. You will receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system. Performing geographical location spotting and map reading, you will provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location and when duty calls, you may also service as a back-up Driver to ensure quality service for our members.

• Monitor dispatched calls and proactively resolve service issues or potential disruptions.
• Handle driver and customer escalations in accordance with established procedures.
• Communicate service updates to customers and document service-related concerns.
• Close service requests using the company’s electronic dispatch system.
• Accept member/customer payments as needed and assist with basic payment issue resolution.
• Maintain accurate payment records, files, and documentation.
• Track inventory, vehicle maintenance records, and request replacement tools or equipment when necessary.
• Ensure proper maintenance of tow trucks, service vehicles, and equipment.
• Assist team members and support less-experienced dispatchers as needed.

• High school diploma, GED, or equivalent required.
• Ability to pass and maintain drug screening, MVR, criminal background, and DOT health requirements.
• Prior tow truck or related driving experience, with the ability to operate tow trucks, light service vehicles, and associated equipment.
• Strong customer service, communication, and interpersonal skills; fluent in speaking, reading, and writing English.
• Ability to perform basic mathematical calculations, maintain records and reports, locate addresses and intersections efficiently, and provide directions and guidance to others.
• Ability to perform minor automotive repairs, such as changing belts and hoses, and safely lift up to 75 pounds.
• Knowledge of towing procedures and equipment, including safety chains, slings, J-hooks, dollies, lockout tools, wheel lifts, and rollback trucks.
• Willingness to work irregular hours and in adverse weather conditions as needed.
• Valid state driver's license with a good driving record;
  Illinois-based employees must hold a valid Illinois Class C Non-CDL license.

• Must be 21+ years of age or older.

Works 50% of time in normal office environment. Frequent (50% or more) time spent in driving service vehicles and/or tow trucks to provide emergency road service to AAA members, employees, and the general public, with exposure to road hazards and temperature extremes.

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

• Hourly rates starting at $24.00 per hour (rate may vary by location and experience).
• Overtime opportunities paid at time-and-a-half.
• Shift differentials: 5% premium for hours worked between 5:00 PM - 11:00 PM/10% premium for hours worked between 11:00 PM - 5:00 AM
• $250 Quarterly Perfect Attendance Bonus.
• Fully paid training to help you build the skills needed for success.

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

• Company-paid basic life insurance.
• Optional supplemental life…