Emergency Roadside Service Coordinator Job Description [Updated for 2025]

In today’s mobile world, the need for Emergency Roadside Service Coordinators is more pressing than ever.

As the roads get busier and vehicles more complex, the demand for skilled professionals who can efficiently and safely coordinate, manage, and execute emergency roadside services is on the rise.

But what exactly is expected from an Emergency Roadside Service Coordinator?

Whether you are:

• A job seeker trying to understand the core of this role,
• A hiring manager outlining the ideal candidate,
• Or simply fascinated by the operations of emergency roadside service coordination,

You’ve come to the right place.

Today, we are introducing a customizable Emergency Roadside Service Coordinator job description template, designed for effortless posting on job boards or career sites.

Let’s dive right in.

Emergency Roadside Service Coordinator Duties and Responsibilities

Emergency Roadside Service Coordinators are responsible for providing support and assistance to individuals who have experienced a vehicle breakdown or other roadside emergencies.

They liaise between the customer, service providers, and insurance companies.

Their duties and responsibilities include:

• Receive incoming calls from customers requiring emergency roadside assistance
• Assess the customer’s situation and determine the best course of action
• Coordinate with service providers such as tow truck operators, locksmiths, or emergency services as necessary
• Track the status of service providers and provide updates to customers
• Document all actions and communication in the system for record-keeping and billing purposes
• Offer solutions to non-emergency problems such as flat tires, dead batteries, or lock-outs
• Ensure the safety and comfort of stranded motorists while waiting for assistance
• Follow up with customers to ensure their satisfaction with the service received
• Assist with the handling of complaints and disputes in a professional and timely manner

 

Emergency Roadside Service Coordinator Job Description Template

Job Brief

We are seeking a diligent and responsive Emergency Roadside Service Coordinator to help drivers in need of immediate roadside assistance.

The Emergency Roadside Service Coordinator’s responsibilities include receiving calls for service, dispatching assistance to stranded motorists, and coordinating with service providers.

Our ideal candidate is excellent at multitasking, has strong communication skills, and is able to work in high-pressure situations.

Ultimately, the role of the Emergency Roadside Service Coordinator is to ensure the safety and satisfaction of drivers who are in need of emergency roadside assistance.

 

Responsibilities

• Answer and prioritize calls for roadside assistance
• Communicate effectively with stranded motorists to assess their needs
• Coordinate with service providers to dispatch assistance promptly
• Follow up with service providers and motorists to ensure a satisfactory resolution
• Accurately document incident details and actions taken
• Provide information to motorists about procedures and policies
• Handle any complaints or issues
• Participate in training programs to enhance job knowledge and skills

 

Qualifications

• High school diploma or equivalent
• Previous experience in a customer service role
• Strong problem-solving abilities
• Excellent communication skills, both written and verbal
• Ability to multitask and manage stress effectively in high-pressure situations
• Basic knowledge of automotive repair is a plus
• Proficiency in relevant computer applications

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Emergency Roadside Service Coordinator
• Work Environment: This job typically requires working in an office setting, with rotating shifts to ensure 24/7 coverage. Occasional field visits might be required.
• Reporting Structure: Reports to the Roadside Assistance Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $32,000 minimum to $48,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does an Emergency Roadside Service Coordinator Do?

Emergency Roadside Service Coordinators play a pivotal role in the automotive industry, often working for auto insurance companies, roadside assistance companies, or automobile clubs.

They act as the first point of contact for individuals who have experienced a vehicle breakdown, accident, or any other automotive emergency on the road.

Their tasks typically involve receiving distress calls, understanding the customer’s situation and location, and dispatching the appropriate services such as tow trucks, locksmiths, or emergency medical services.

Furthermore, they coordinate with service providers to ensure prompt assistance and manage the logistics to ensure the customer’s safety and satisfaction.

They may also be responsible for documenting incidents, updating customer records, and liaising between customers and insurance providers for claims processing.

Their role is highly critical as it often involves dealing with stressful situations and making quick decisions to provide the best possible service to the distressed individuals on the road.

 

Emergency Roadside Service Coordinator Qualifications and Skills

An Emergency Roadside Service Coordinator should have the qualifications and skills that align with your job description, such as:

• Problem-solving skills to effectively handle roadside emergencies and come up with quick solutions to assist distressed drivers.
• Excellent communication skills to convey information clearly and effectively to both drivers and service providers, helping to facilitate swift and efficient emergency responses.
• Strong customer service skills to provide assistance with empathy and patience, ensuring the driver feels supported and understood during a stressful situation.
• Technical knowledge of vehicles and roadside assistance equipment to accurately diagnose and coordinate necessary repairs or services.
• Organizational skills to manage multiple incidents simultaneously and prioritize emergencies based on severity.
• Ability to work in a fast-paced, high-stress environment, making quick decisions and staying calm under pressure.
• Basic computer skills to input and track service calls, as well as navigate dispatch and communication software.
• Knowledge of geographical areas and routes to efficiently dispatch service providers to specific locations.

 

Emergency Roadside Service Coordinator Experience Requirements

Entry-level candidates for an Emergency Roadside Service Coordinator position typically have 1 to 2 years of experience in customer service or logistics related roles.

This experience could be gained from internships, part-time roles, or even volunteer work in emergency services, logistics, or dispatch centers.

Candidates with prior roles in roadside assistance or emergency dispatch services may have an advantage.

Basic knowledge of automotive mechanics can also be beneficial as coordinators often have to understand and communicate about vehicle issues to drivers and service providers.

Candidates with more than 3 years of experience are often expected to have a well-developed understanding of emergency response procedures, communication protocols, and logistics management.

They might have worked in roles such as Emergency Dispatch Officer, Roadside Assistance Agent, or Logistics Coordinator.

Those with more than 5 years of experience may have leadership or managerial experience and are often well-equipped to handle high-pressure situations.

They could be ready for a supervisor or team-lead position in an emergency roadside service team.

A background in training and developing new coordinators could also be a part of their skill set.

 

Emergency Roadside Service Coordinator Education and Training Requirements

Emergency Roadside Service Coordinators typically require a high school diploma or equivalent, though an associate or bachelor’s degree in logistics, management, or a related field can be beneficial.

These professionals must have a strong understanding of dispatch systems and protocols, and many employers offer on-the-job training to ensure coordinators are familiar with company-specific procedures.

Emergency Roadside Service Coordinators often need experience in customer service or a related area, as they regularly interact with customers in stressful situations.

They should also be familiar with geographic areas and have excellent communication skills, as they often have to relay complex instructions to drivers or other emergency personnel.

While not required, certifications in emergency management or related fields can enhance a candidate’s career prospects and indicate a commitment to the profession.

Some positions may require candidates to be trained in first aid or emergency response, depending on the nature of the incidents they are likely to coordinate.

 

Emergency Roadside Service Coordinator Salary Expectations

An Emergency Roadside Service Coordinator can expect to earn an average salary of $40,000 (USD) per year.

However, this salary can vary significantly depending on the individual’s experience, the size and location of the employing company, and the specific responsibilities of the role.

 

Emergency Roadside Service Coordinator Job Description FAQs

What skills does an Emergency Roadside Service Coordinator need?

Emergency Roadside Service Coordinators should possess excellent communication and interpersonal skills, as they often have to interact with distressed clients.

They should have excellent problem-solving skills to assist drivers in various situations.

Basic understanding of vehicle mechanics can be helpful, along with abilities to manage logistics and coordinate with multiple service providers.

 

Do Emergency Roadside Service Coordinators need any specific qualifications?

While a degree is not mandatory, a high school diploma or equivalent is often required.

Specialized training in customer service, dispatch, or roadside assistance can be beneficial.

Certifications in emergency management or related fields can also be an asset.

 

What should you look for in an Emergency Roadside Service Coordinator resume?

The resume should showcase their experience in customer service or coordination roles, preferably in emergency or roadside assistance scenarios.

Look for skills such as problem solving, communication, and crisis management.

Technical knowledge about automobiles can be a plus.

 

What qualities make a good Emergency Roadside Service Coordinator?

A good Emergency Roadside Service Coordinator should be calm and composed, as they often deal with clients in stressful situations.

They should be empathetic and patient, with excellent communication skills.

Quick thinking and effective decision-making are crucial in this role.

They should also be organized and have good multi-tasking abilities to manage multiple incidents simultaneously.

 

What are the daily duties of an Emergency Roadside Service Coordinator?

On a typical day, an Emergency Roadside Service Coordinator will monitor and respond to incoming emergency calls, assess the nature of the incident, and dispatch appropriate services.

They will maintain contact with the distressed client until help arrives, provide necessary information to emergency responders, and coordinate with various service providers.

They might also need to prepare reports on incidents and service responses.

 

Is it difficult to hire Emergency Roadside Service Coordinators?

Hiring Emergency Roadside Service Coordinators can be challenging as the role requires a unique set of skills.

The person needs to have strong communication skills, patience, ability to remain calm in stressful situations, and a good understanding of logistics and coordination.

Finding a candidate with all these qualities can be demanding.

However, offering proper training and a supportive work environment can help attract and retain the right talent.

 

Conclusion

So there you have it.

Today, we delved into the world of an emergency roadside service coordinator.

And guess what?

It’s not just about changing tires.

It’s about ensuring safety on the roads, one emergency at a time.

With our comprehensive emergency roadside service coordinator job description template and real-world examples, you’re all set to embark on your journey.

But why stop there?

Explore further with our job description generator. It’s your next step to creating detailed job listings or perfecting your resume to impress.

Remember:

Every roadside assistance provided is a part of a safer travel experience.

Let’s create that safe future. Together.

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