Responsibilities:
- Answer inbound calls from motorists, motor clubs, insurance carriers, law enforcement, and repair shops.
- Dispatch tow and roadside calls to drivers based on location, equipment type, and realistic ETA.
- Match the right equipment to each job: light-duty wrecker, flatbed, wheel-lift, or heavy-duty.
- Track every job from assignment through completion in dispatch software.
- Provide accurate ETAs to customers and account partners, and proactively update them when conditions change.
- Handle accident recovery, private property impound, and lockout, jumpstart, fuel, and tire calls according to each account's rules.
- Monitor active jobs and reassign when a driver is delayed or a scene turns out to be different than reported.
- Escalate unsafe scenes, equipment mismatches, and service delays to the on-duty supervisor.
- Log call details, mileage, wait time, and billing codes accurately for invoicing.
- Meet motor club SLA windows on every shift.
- Coordinate driver coverage across shift changes and communicate open jobs at handoff.
Requirements:
- 1–3 years of dispatch experience in towing, roadside assistance, trucking, or emergency services.
- Based in Central or South America and available to work U.S. time zone shifts.
- Fluent English with clear, neutral pronunciation for live calls with stranded U.S. motorists, police, and motor club representatives.
- Professional Spanish for Spanish-speaking callers.
- Working knowledge of U.S. geography, including states, major interstates, metro areas, and realistic drive times between them.
- Ability to estimate accurate ETAs without relying entirely on GPS.
- Familiarity with tow equipment types and which jobs each can handle.
- Calm, controlled phone presence with upset, stranded, or panicked callers.
- Typing speed of 45+ WPM with accurate data entry while on a live call.
- Reliable high-speed internet of 25+ Mbps and a quiet, dedicated workspace.
- Backup power source and mobile hotspot as a contingency for outages.
- Availability for a rotating schedule that includes nights, weekends, and holidays.
- Able to work as an independent contractor and invoice a U.S. company.
- Must pass a background check.
