Texas Motor Club is seeking a dependable, organized, and professional Roadside Assistance Dispatcher to join our operations team. Our company provides towing, battery service, and light-service roadside assistance throughout the Houston and Pearland area.
The Dispatcher is responsible for coordinating roadside service calls, assigning calls to the appropriate technicians and tow-truck drivers, monitoring active calls, and maintaining clear communication between customers, technicians, management, and other members of the operations team.
The ideal candidate can remain calm in a fast-paced environment, manage multiple calls and assignments at the same time, communicate professionally, and make sound operational decisions with limited supervision.
Primary Responsibilities
- Receive, review, and manage roadside assistance service calls.
- Dispatch towing, battery, and light-service technicians to customer locations.
- Assign calls based on technician availability, location, equipment, service area, and call priority.
- Monitor technicians throughout their shifts and maintain awareness of their current status and location.
- Track service calls from initial assignment through completion.
- Communicate call details, customer concerns, vehicle information, and special instructions accurately to technicians.
- Provide technicians with updates when call information or customer circumstances change.
- Contact customers when necessary to confirm locations, service needs, vehicle descriptions, or estimated arrival information.
- Maintain professional communication with AAA representatives, customers, technicians, managers, and other departments.
- Assist technicians with locating customers, understanding call notes, and resolving dispatch-related issues.
- Reassign or redistribute calls when delays, mechanical problems, staffing issues, or changing priorities occur.
- Escalate accidents, customer complaints, service delays, safety concerns, and unusual incidents to management.
- Document service-call activity, technician updates, cancellations, delays, and other relevant information accurately.
- Confirm technicians are following company procedures, service-area requirements, and management instructions.
- Help maintain efficient response times and balanced call distribution.
- Monitor call volume and communicate staffing or coverage concerns to management.
- Protect confidential customer, employee, and company information.
- Perform additional administrative or operational duties as assigned.
Qualifications and Requirements
- High school diploma or equivalent preferred.
- Previous dispatch, call-center, roadside assistance, transportation, towing, logistics, or customer-service experience is preferred.
- Strong verbal and written communication skills.
- Ability to communicate clearly over the telephone, radio, text messaging, and computer-based dispatch systems.
- Ability to remain calm and professional during stressful situations.
- Strong organizational, multitasking, and problem-solving abilities.
- Ability to prioritize urgent calls and make timely decisions.
- Comfortable working with computers, maps, GPS systems, email, and dispatch software.
- Ability to enter information accurately while communicating with customers and technicians.
- Dependable attendance and punctuality.
- Ability to work independently while also supporting a team-based operation.
- Professional attitude when handling customer complaints or technician concerns.
- Familiarity with the Houston and Pearland areas is strongly preferred.
- Knowledge of towing, battery service, roadside assistance, or basic vehicle terminology is beneficial but not required.
- Must be able to follow company policies, operating procedures, and management instructions.
- Must be available to work the assigned schedule, which may include weekends, holidays, evenings, or extended hours depending on operational needs.
Skills Needed for Success
- Dispatch coordination
- Customer service
- Call prioritization
- Geographic and route awareness
- Conflict resolution
- Accurate documentation
- Time management
- Decision-making
- Attention to detail
- Team communication
- Ability to perform under pressure
Work Environment
This is an office-based dispatch position in a fast-paced roadside assistance environment. Dispatchers regularly communicate with customers who may be experiencing stressful situations, including disabled vehicles, accidents, flat tires, battery failures, lockouts, and other roadside emergencies.
The position requires extended periods of sitting, computer use, telephone communication, and continuous monitoring of active service calls. Call volume and operational priorities may change quickly throughout the shift.
What We Are Looking For
We are looking for someone who is dependable, confident, attentive, and capable of taking control of a busy dispatch board. A successful candidate will understand that effective dispatching requires more than assigning calls—it requires active call management, consistent follow-up, accurate communication, and the ability to support both customers and field technicians.
Equal Employment Opportunity
Texas Motor Club is an equal opportunity employer. Employment decisions are based on qualifications, performance, business needs, and the ability to meet the requirements of the position without regard to any status protected by applicable law.
Pay: $14.00 - $16.00 per hour
Location:
- Pearland, TX 77581 (Preferred)
Ability to Commute:
- Pearland, TX 77581 (Required)
Work Location: In person
