Customer Service Representative in Gaithersburg, Maryland at HWS LLC

Our towing, recovery and roadside teams work around the clock, and our customer service team is often the first voice a stranded driver hears. We’re hiring someone calm, organized and caring to join that team.

What You’ll Do

Shift Schedule: Thursday - Saturday 7:00a - 7:00p

• Answer incoming calls, texts and emails from drivers, fleet clients, motor clubs, police and insurance companies
• Take down service requests accurately: location, vehicle details, what’s wrong, and how to pay
• Send jobs to drivers through our dispatch software and track them until they’re done
• Give customers accurate arrival times and keep them updated
• Quote standard service rates and take payments over the phone
• Handle complaints with patience and pass escalations to the right team
• Keep records in [software name] current and accurate
• Coordinate impound releases, storage questions and vehicle pickups

What We Offer

• Health, dental and vision insurance
• Paid time off and holiday pay
• 401(k) [with match]
• Paid training — no towing experience needed
• Room to grow into dispatch lead or operations roles

What We’re Looking For

1+ year in customer service, a call center or dispatch (towing or automotive experience is a plus)

A calm, clear phone voice, including when callers are upset

Comfort switching between several screens and tasks at once

Good typing speed and attention to detail

Basic knowledge of local roads and geography

Willingness to work nights, weekends or holidays as scheduled

High school diploma or equivalent

Nice to Have

Experience with dispatch software

Bilingual (English/Spanish) preferred

Experience working with motor clubs such as AAA