Job Description

We are seeking a compassionate and professional Customer Support Agent to join our team at Astro Towing.





Safety, well-being, and community support are at the core of everything we do. As the first point of contact for our customers, the Customer Support Agent plays a pivotal role by assisting individuals during stressful and urgent moments, delivering calm, efficient, and solutions-focused service. This includes engaging with customers over the phone to assess their needs and gathering vital information so that the appropriate operator and equipment can be dispatched promptly to provide on-site assistance. Success in this position requires a unique combination of empathy, composure, and attentiveness, to guide customers through their challenges with professionalism and care.




We operate 24 hours a day, 7 days a week, and are looking for someone who is accustomed to shift work, including a variety of days, evenings, overnights, and weekends.




Key Duties and Responsibilities


Serve as the first point of contact for customers in need of towing and roadside assistance services. Handle incoming calls with empathy and professionalism, ensuring a positive and reassuring experience for the customer. Gather all necessary details efficiently, including location, vehicle information, and the nature of the issue and enter data in the electronic system in "real time" while communicating with customers. Document all interactions accurately and comprehensively in the system. Estimate trip costs and provide accurate service estimates to customers. Respond to incoming customer emails in a timely manner. Verify and confirm invoices prior to sending to customers. Process pre-authorizations and payments as applicable. Contribute to keeping office areas tidy, organized, stocked, and clean. Prioritize tasks effectively to handle multiple calls and responsibilities in a fast-paced environment. Demonstrate professionalism and discretion when handling sensitive customer information and situations, ensuring confidentiality and trust are maintained at all times. Manage and resolve conflicts or escalated situations with a professional and solution-focused approach. Uphold the company's standards for exceptional customer service, treating each caller with respect and understanding. Other duties as assigned or required.

Competencies Required


Minimum of 1-2 years of customer-service experience. Ability to connect with customers in distress and provide reassurance and support. Proficiency in computer operations and a solid working knowledge of Microsoft Office applications, including Outlook, Word, and Excel. Maintain composure in high-stress situations, ensuring clear and focused communication. Stay on track to gather critical information and resolve issues efficiently. Effectively guide conversations to achieve resolutions while avoiding unnecessary deviations. Accurately collect and document all necessary and critical information. Grasp new systems, procedures, and protocols rapidly. Skilled in defusing tension and resolving issues in a professional, solutions-oriented manner. Represent the company with integrity and courtesy, understanding the sensitive nature of the customer's situation. Dedication to helping people in need and delivering a positive experience every time.

This role is ideal for individuals who are passionate about helping others and thrive in dynamic, fast-paced environments. If you have the skills and mindset to make a meaningful impact on people's lives during challenging times, we encourage you to apply. Please note that an acceptable criminal record check is a requirement for this position.





Visit www.astrotowing.ca to learn more about us!