POSITION SUMMARY

Operate towing and recovery equipment safely and efficiently to provide emergency roadside assistance, accident recovery, and abandoned vehicle services. Deliver professional, timely, and customer-focused service while representing the company positively. Maintain assigned trucks and equipment according to company standards, and complete all required documentation, both accurately and on time. Demonstrate professionalism, dependability, strong communication skills, and a commitment to safety in all interactions. Serve as a trusted “Hero of the Highway” by helping customers when they need it most.

ESSENTIAL FUNCTIONS

Operational Excellence & Customer Satisfaction

Achieve customer satisfaction and complete assigned service calls within established response-time standards.

Compliance & Safety

Maintain 100% compliance with company policies, safety procedures, and regulatory requirements, with zero preventable safety violations.

Collaboration & Communication

Respond to customer, vendor, and internal team inquiries within one business day and maintain positive working relationships as evidenced by supervisor feedback and minimal escalations.

Documentation Accuracy

Complete service tickets and documentation accurately and within required deadlines, with minimal errors.

Continuous Improvement

Identify and recommend service improvements that enhance operational efficiency or customer experience.

Accountability & Decision-Making

Demonstrate sound judgment by resolving routine issues independently and maintain zero substantiated complaints related to professionalism, integrity, or accountability.

• Report to work on time and ready for duty; attend meetings, training sessions, and safety briefings as required.
• Collaborate effectively with coworkers, dispatch, and management to support efficient operations.
• Maintain acceptable attendance and punctuality standards.
• Complete assigned work orders within established timeframes.
• Demonstrate reliability in fulfilling commitments and job responsibilities.

Flexibility & Additional Responsibilities

Complete all assigned duties by established deadlines while maintaining performance standards in primary job responsibilities.

COMPETENCIES

Safe Vehicle Operation, Towing and Recovery Skills, Customer Service Excellence, Problem Solving & Decision-Making, Safety Awareness, Equipment and Vehicle Maintenance, Documentation and Recordkeeping, Time Management and Reliability, Adaptability and Resilience, Professionalism and Accountability, Teamwork and Collaboration

QUALIFICATIONS

Minimum Qualifications

Driving record must meet the requirements of company insurance carrier and company fleet safety program. Driver must also meet the driver qualification standards set forth by the DOT.

Qualifications

• Valid driver's license is appropriate for the assigned vehicle and ability to meet company, insurance, and DOT driving requirements.
• Ability to respond to after-hours calls within required response times.
• Professional appearance and conduct.
• Strong customer service skills and a positive attitude when working with customers and coworkers.
• Ability to communicate effectively in English, complete basic paperwork, and perform basic math calculations.
• Ability to sit for extended periods, drive frequently, bend, lift, and use radio and telephone communication systems.
• Ability to pass required drug screenings and background checks.
• Basic mechanical aptitude and problem-solving skills.
• Ability to obtain a DCJS registration, as well as DOT medical certificate, if required.
• Safe driving record that meets company fleet safety and insurance standards.

Preferred Qualifications: Prior towing experience, including wheel-lift or flatbed experience, is preferred. We allow training opportunities to candidates as well. A proven record of safe driving and excellent customer service is also preferred.

Eligibility for Guaranteed Pay

Employees must meet and maintain the following requirements to qualify for guaranteed pay:

• Must have clean driving record, DCJS Card (when applicable), and current DOT Medical Card.
• Work all scheduled shifts, including on-call nights, weekends, and holidays, as assigned.
• Maintain satisfactory performance with no active disciplinary or probationary actions. (Guaranteed pay is suspended during any disciplinary or probationary period.)
• Have no preventable damage claims. (Guaranteed pay is suspended during any damage-related probationary period.)
• Maintain regular attendance. Guaranteed pay may be reduced or suspended during pay periods involving PTO usage or unauthorized absences, as determined by management.
• Remain available for emergency after-hours service calls and reside within reasonable proximity to the assigned service area.

Guaranteed Pay Expectations and Additional Duties

Operators receiving guaranteed pay are expected to work their full assigned schedule and perform all essential job duties. When call volume is low or downtime occurs, operators must promptly notify their supervisor and be available to perform additional duties as assigned.

Additional responsibilities may include, but are not limited to:

Shop and Yard Support

• Assist with facility, shop, and yard maintenance.
• Perform basic equipment inspections, minor repairs, preventive maintenance, and material handling.
• Support site cleanup, organization, and general labor activities.

Grounds Maintenance

• Maintain company property using lawn and landscaping equipment, including mowers, trimmers, rakes, and shovels.

Facility Maintenance and Janitorial Duties

• Clean and maintain offices, shops, and common areas.
• Remove trash and debris, organize inventory and parts, perform snow removal, and assist with power washing and general upkeep.

Fleet Appearance and Vehicle Detailing

• Clean, wash, vacuum, polish, and detail company vehicles and equipment.
• Check and top off fluid levels, clean engines and interiors, and ensure assigned equipment remains professional and service-ready.

Operators are expected to demonstrate flexibility, professionalism, and a team-oriented attitude while supporting all operational needs of the company.

PHYSICAL REQUIREMENTS

• Ability to safely operate a light-duty tow truck for extended periods of time.
• Ability to lift, carry, push, and pull up to 50 pounds regularly and greater weights with assistance or mechanical equipment.
• Ability to bend, stoop, kneel, crouch, climb, reach, and work in awkward positions while securing and recovering vehicles.
• Ability to safely attach, detach, and operate towing and recovery equipment, including chains, straps, wheel-lifts, winches, and dollies.
• Ability to walk and stand for extended periods while performing roadside services and vehicle recoveries.
• Ability to work outdoors in varying weather conditions, including extreme heat, cold, rain, snow, wind, and humidity.
• Ability to perform duties in high-traffic environments while maintaining situational awareness and adhering to safety procedures.
• Ability to see, hear, and communicate effectively to operate equipment safely and interact with customers, dispatch personnel, law enforcement, and co-workers.
• Ability to work safely in low-light, night time, and emergency response situations.
• Ability to maintain sufficient manual dexterity to operate vehicle controls, towing equipment, mobile devices, and documentation systems.
• Ability to tolerate exposure to noise, fumes, dust, grease, fuel, vehicle fluids, and other roadside environmental conditions.
• Ability to respond to emergency calls and work flexible hours, including nights, weekends, holidays, and on-call assignments.
• Ability to meet company medical, physical, and insurance requirements necessary to perform the essential functions of the position safely.
• Ability to work 10-12 hour shifts for maximum performance. Shift hours may vary based on business needs.

WORK ENVIRONMENT

This position operates in a physically demanding and safety-sensitive environment that requires flexibility, independence, professionalism, and the ability to provide exceptional service under varying conditions and time constraints.

PERFORMANCE EXPECTATIONS

• Provide safe, timely, and professional towing and roadside assistance services while delivering exceptional customer service.
• Adherence to safety standards, company policies, and regulatory requirements; effective operation and maintenance of towing equipment.
• Accurate completion of required documentation.
• Reliability, sound judgment, strong communication skills, and a commitment to customer service while maintaining a positive company image.
• Safety, response times, customer satisfaction, operational efficiency, equipment care, and overall professionalism will measure performance.