Call Center Representative

Job details
Job type

• Full-time

Shift and schedule

• 8 hour (Evening/Overnight)
• Weekends (required)
• Holidays (required)

Work setting

• Remote Call Center
• Must reside in (PA, NY, NJ, MD, VA, WV, NC, SC)

Full job description

The Remote Call Center Dispatcher is responsible for coordinating emergency roadside service for commercial vehicles across a network of more than 70 McCarthy Tire locations. This position serves as the primary point of contact for customers experiencing roadside breakdowns involving tractor-trailers, box trucks, straight trucks, buses, and other commercial vehicles.

Dispatchers gather critical information, determine the appropriate service response, coordinate with McCarthy Tire service locations and technicians, and provide timely updates to customers throughout the event. This is a fast-paced position that requires strong multitasking, communication, and problem-solving skills.

This is a 100% remote position supporting a 24 hours a day, 7 days a week, 365 days a year operation , including weekends and holidays.

JOB DESCRIPTION AND RESPONSIBILITIES

• Answer inbound emergency roadside service calls from commercial fleet customers.
• Collect accurate information regarding the vehicle, location, breakdown, and customer needs.
• Create and manage roadside service events using company dispatch software.
• Dispatch service requests the appropriate McCarthy Tire location or field technician.
• Coordinate service for more than 70 McCarthy Tire locations while following established dispatch procedures.
• Maintain communication with technicians, service locations, and customers throughout each event.
• Provide customers with estimated arrival times (ETAs) and service updates.
• Monitor active events to ensure timely dispatch and completion.
• Escalate high-priority or service-impacting situations to management when appropriate.
• Document all customer interactions, dispatch attempts, and event updates accurately.
• Follow customer-specific procedures and service requirements for national fleet accounts.
• Prioritize multiple active service events while maintaining accuracy and professionalism.
• Work collaboratively with dispatchers, supervisors, and field personnel to ensure exceptional customer service.
• Maintain confidentiality of customer and company information.
• Meet established productivity, quality assurance, and attendance expectations.
• Participate in ongoing training and process improvement initiatives.

REQUIREMENTS

• High school diploma or GED required.
• Minimum of one year of customer service, dispatch, logistics, transportation, or call center experience preferred.
• Ability to work independently in a fully remote environment.
• Strong verbal and written communication skills.
• Excellent problem-solving and decision-making abilities.
• Ability to multitask while handling multiple active service events.
• Strong computer skills with the ability to quickly learn multiple software applications.
• Accurate typing and data entry skills.
• Ability to remain calm and professional in high-pressure situations.
• Excellent organizational and time management skills.
• Ability to follow established procedures while adapting to changing priorities.
• Reliable high-speed internet connection suitable for remote work.
• Quiet, distraction-free home office environment.
• Ability to pass any required background screening.

WORK SCHEDULE REQUIREMENTS

• Must be available to work assigned shifts in a 24/7/365 emergency roadside service operation.
• Availability to work days, evenings, overnights, weekends, and holidays as scheduled.
• Flexibility to work overtime or additional hours during periods of high call volume, severe weather, or emergency situations.
• Punctuality and dependable attendance are essential due to the nature of emergency roadside operations.
• Preferred Qualifications
• Dispatch experience within the transportation, trucking, towing, fleet maintenance, or emergency roadside service industry.
• Knowledge of commercial vehicles, including tractor-trailers, box trucks, straight trucks, buses, and trailers.
• Experience working with GPS, mapping software, or dispatch management systems.
• Familiarity with fleet service operations and roadside assistance procedures.
• Experience working in a high-volume call center environment.

Work Authorization

• Must be authorized to work in the United States

Why Join McCarthy Tire?
At McCarthy Tire, you're not just starting a job you're building a career with a company that values safety, growth, and long-term success.

Benefits include:

• Strong safety culture with paid training
• Weekly pay
• Medical, vision, and dental insurance
• Paid holidays and paid time off
• Career growth and advancement opportunities
• Supportive, team-oriented work environment

View our full benefits package at:

Equal Opportunity Employer
McCarthy Tire Service is an Equal Opportunity Employer. We welcome applicants from all backgrounds and do not discriminate based on race, color, gender, age, religion, sexual orientation, national origin, disability, veteran status, or any other legally protected status.