Customer Service Representative

Department: Operations / Dispatch
Reports To: Dispatch Manager / Operations Manager
FLSA Status: Non-Exempt

Position Summary

Henry's Wrecker Service is seeking a dependable, customer-focused Customer Service Representative to join our operations team. Customer Service Representatives are the first point of contact for our customers, providing professional assistance, gathering accurate service information, and ensuring each customer receives timely, high-quality support.

This position requires excellent communication skills, strong multitasking abilities, attention to detail, and the ability to remain calm under pressure while managing multiple phone lines, assisting customers, and coordinating with dispatch to keep operations running efficiently.

Responsibilities

• Answer incoming customer calls in a professional, courteous, and timely manner.
• Gather accurate information from customers and create detailed service requests.
• Provide customers with updates, estimated arrival times (ETAs), and service information.
• Communicate effectively with dispatchers and drivers to ensure accurate call handling.
• Maintain accurate documentation within dispatch and customer management systems.
• Assist customers with questions regarding towing, roadside assistance, vehicle storage, and related services.
• Resolve customer concerns while maintaining a positive and professional demeanor.
• Manage multiple phone lines and prioritize incoming calls in a fast-paced environment.
• Ensure all customer information is complete and accurate before closing service requests.
• Provide exceptional customer service while supporting overall dispatch operations.

Qualifications

• High school diploma or equivalent required.
• Customer service, call center, dispatch support, administrative, or related experience preferred.
• Experience working in a high-volume phone environment preferred.
• Strong computer skills with the ability to learn multiple software systems simultaneously.
• Excellent verbal communication and active listening skills.
• Strong multitasking, organizational, and problem-solving abilities.
• Ability to remain calm and professional while assisting upset or frustrated customers.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and accurate data entry skills.
• Dependable attendance and a strong commitment to customer service.

Work Schedule

Thursday - Saturday from 7AM - 7PM

Schedules may be adjusted based on operational needs.

About Valor Fleet Services

Valor Fleet Services is the parent company of several towing and transportation companies throughout Virginia, Maryland, West Virginia, and Washington, D.C., including Henry's Wrecker Service. Our family of companies provides light-duty towing, heavy-duty towing, recovery, specialized transport, roadside assistance, and vehicle storage services.

By combining local expertise with centralized support in recruiting, human resources, payroll, benefits, technology, and operations, we're able to provide exceptional service to our customers while creating opportunities for our employees to grow their careers across our organization.

Physical Requirements

This position is 100% in-office. This position primarily involves sitting, using a computer and telephone, and communicating with customers and staff. Occasional standing, walking, and lifting up to 15 pounds may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Equal Employment Opportunity

The Company is an equal opportunity employer and complies with all applicable federal, state, and local employment laws.

Disclaimer

This job description describes the general nature of the position and is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may change at any time based on operational needs.