Automotive Service Coordinator

Automotive Service Coordinator

Location Details: 50888 Century Court, Wixom, MI 48393. This is an in-office, full-time position.
* Please note this position is not hybrid and will report to a fleet location every day. *

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

Position Summary:

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.

Key Responsibilities:

• 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.

Qualifications:

Required

• 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.

Preferred

• Must be 21+ years of age or older.

Work Environment:

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.

Compensation & Benefits Overview:

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

Compensation

• 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.

Benefits

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

Health & Wellness

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

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term…