Roadside Assistance Triage Agent - 2nd Shift

Located in Chattanooga, TN

Primary Position Purpose:
The Roadside Support Specialist is responsible for taking inbound driver calls, setting up and coordinating over-the-road repairs, and expediting service when situations require urgent attention. The role includes making safe, DOT-compliant repair decisions, communicating clearly via phone, email, and vendor portals, and ensuring all information is accurate and timely. This position requires strong prioritization skills, consistent phone availability, and the ability to make fast, accurate decisions while maintaining a steady, reliable workflow throughout the day. Agents must utilize the resources available to them, follow established processes, and ensure every repair request is handled efficiently and in alignment with company expectations.

Position Functions:
• Receive, document, and resolve incoming driver-reported maintenance issues.
• Triage over-the-road breakdowns to identify the safest and most efficient resolution.
• Make safe and cost-effective decisions to facilitate quick repairs to maximize equipment utilization
• Receive management approval for repair expenditures as needed.
• Quickly escalate more complex repair issues to appropriate team members.
• Secure service for road repairs.
• Respond to after-hours calls as needed.
• Assist drivers in all breakdown situations locally and OTR.
• Set up road calls and direct drivers to authorized repair facilities.
• Ensure all DOT/FMCSA regulations, local, state, and internal company procedures and standards are followed.
• Follow-up regarding repair completion and payment as needed.
• Maintain working knowledge of DOT and company safety regulations.
• Build familiarity with mechanical terminology, standard repair times and costs, and the technical platforms/systems used in daily operations.
• Stay current on incoming emails; respond promptly and professionally to drivers, vendors, and internal partners.
• Communicate clearly and accurately via phone, email, and vendor portals.
• Develop strong awareness of U.S. geography, terminal locations, and relevant local and state regulations.
• Document all maintenance events thoroughly and accurately in company systems.
• Review repair estimates and negotiate when necessary to ensure cost control and proper repair decisions.
• Enter accurate data documentation that is needed by the maintenance department as well as supporting teams such as Parts and Warranty that work based off your notes.
• Participate in ongoing training, coaching, and one-on-one feedback sessions; accept constructive criticism and apply it to improve performance.
• Perform other duties as assigned.
• Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce.
• Attend all in-person meetings and trainings on recent developments, goals, and objectives. Participate in such discussions by offering input and advice.
• Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.
• Perform other duties as requested by leadership

Schedule:

Wednesday-Saturday 12:00 PM-10:30 PM