Emergency Roadside Coordinator

Emergency Roadside Coordinator

Location: Charlotte, NC

Company: Amerit Fleet Solutions

Reports To: ERS Coordinator Manager

Compensation & Schedule Starting Hourly Rate: $26.00-30.00 per hour depending on experience! Shift: Monday - Friday 9:30 AM - 6:30 PM. This position supports a 24/7 operation. Scheduled hours may fall at any time during a 24-hour period, including days, nights, weekends, and holidays, based on business needs.

Amerit Fleet Solutions, one of the leading fleet maintenance companies in the U.S., is seeking a driven and customer-obsessed Emergency Roadside Coordinator to join our growing team! At Amerit, we pride ourselves on delivering white-glove service to our customers, especially during critical roadside events. The Emergency Roadside Coordinator plays a vital role in ensuring that vehicles experiencing a breakdown are serviced quickly, efficiently, and safely minimizing downtime and exceeding customer expectations.

The Emergency Roadside Coordinator provides real-time roadside assistance and dispatch coordination for Amerit's customers. The primary goal of this role is to ensure that a qualified vendor arrives onsite within 90 minutes of the initial call and that the vehicle is repaired or safely off the road within 3 hours of contact. This position requires someone who is relentlessly focused on customer satisfaction, highly resourceful in finding vendors who can meet tight SLA targets, and capable of managing multiple roadside events simultaneously in a fast-paced environment. The specialist acts as the key link between vendors, customers, and Amerit's internal operations team, ensuring timely communication, documentation, and escalation when service expectations are not met.

Essential Duties & Responsibilities

• Provide 24/7 roadside assistance support to Amerit customers, managing incoming breakdown calls, and coordinating timely dispatch of vendors.
• Locate and engage qualified roadside vendors capable of meeting Amerit's SLA: Vendor onsite within 90 minutes and vehicle repaired or off-road within 3 hours.
• Maintain constant communication with vendors, customers, and Amerit internal teams to monitor progress and provide updates until completion.
• Demonstrate urgency and accountability on every call to minimize downtime and maximize customer satisfaction.
• Verify that all repairs are performed according to customer and safety standards.
• Identify and escalate vendor performance issues to leadership and vendor management for follow-up.
• Update systems with accurate notes, timestamps, and completion details for every roadside event.
• Collaborate with the Vendor Fleet Management team to expand and strengthen Amerit's roadside vendor network.
• Support data collection and analysis for SLA reporting, cost tracking, and vendor performance metrics.
• Ensure all repairs and roadside activities comply with Amerit's safety and documentation procedures.
• Uphold Amerit's commitment to exceeding customer expectations through responsiveness, professionalism, and precision.

Key Competencies & Minimum Education

• Minimum of 2 years of experience in fleet support, roadside assistance, or dispatch coordination (preferred in transportation, logistics, or maintenance environments).
• Relentless passion for customer satisfaction and the drive to exceed performance metrics.
• Proven ability to work in high-pressure, fast-paced environments while maintaining accuracy and professionalism.
• Strong problem-solving and decision-making skills able to identify alternate vendors and creative solutions under time constraints.
• Prior technician/mechanic experience or familiarity with key vehicle systems preferred.
• Excellent written and verbal communication skills (customer updates, vendor coordination, and internal documentation).
• Proficiency in fleet systems, CRM tools, or dispatch software (e.g., Hub, Zendesk, FleetFocus, or equivalent).
• Highly organized, detail-oriented, and able to manage multiple open roadside events simultaneously.
• Strong computer, phone, and customer service skills with the ability to multitask effectively.
• Team-oriented with a proactive, results-driven approach.

Education & Certifications

• Bachelor's degree required; preferred fields include Business, Logistics, Automotive Management, or related discipline.
• Associate or technical degree in automotive, diesel, or logistics management accepted with equivalent experience.
• High school diploma or equivalent required.

Why Amerit?

• Full benefits within 30 days, including:
• Medical, Dental, and Vision coverage.
• Paid vacation, holidays, and sick time.
• 401(k) with company match.
• Life and disability insurance.
• Career advancement opportunities in one of the fastest-growing fleet maintenance organizations in the nation.

Join Amerit Fleet Solutions where fast response, teamwork, and exceptional customer care keep our fleets rolling.