Customer Support Agent - Vehicle Release

We are seeking an organized and customer-focused Customer Support Agent to join our team at Astro Towing.

Safety, well-being, and community support are at the core of everything we do. The Customer Support Agent oversees the administrative and customer service functions of the compound, serving as the primary point of contact for customers. This role requires professionalism, sound judgment, and the ability to remain calm and solution-focused in high-pressure situations. The Customer Support Agent assists customers at the front counter, coordinates vehicle access, and manages important documentation governed by legislation and company policy. While the processes are straightforward and training will be provided, success in this position requires strong organizational skills, attention to detail, accountability, and a consistent commitment to providing respectful, professional service - including when interacting with upset or frustrated customers.

We operate 24 hours a day, 7 days a week, however, this position follows a Monday through Friday schedule, with working hours scheduled between 8:00 am and 6:30 pm.

Key Duties and Responsibilities

Greet customers at the front counter in a friendly, calm, and courteous manner.

Answer customer calls and respond to compound-related inquiries with clarity and confidence.

Communicate vehicle release procedures clearly and confidently, ensuring customers understand requirements and next steps.

Work collaboratively with compound staff to coordinate timely customer access to vehicles.

Remain calm and professional when interacting with upset customers, using good judgment to help resolve concerns.

Ensure all required documentation is complete and accurate, following company policies and legislative requirements before releasing vehicles.

Complete daily administrative tasks, including maintaining records, processing payments, confirming invoices, and organizing vehicle files.

Maintain and monitor impound and storage records to ensure files are up to date, accurate, and compliant.

Identify vehicles eligible for further action (such as sale or disposal) and ensure appropriate documentation and internal communication is completed.

Conduct regular reviews of storage records to follow up on vehicles held for extended periods and assist in efforts to contact registered owners.

Review incoming vehicles to ensure they are properly documented and processed in a timely manner.

Other duties as assigned or required.

Competencies Required

Demonstrates a strong customer service mindset, approaching each interaction with professionalism, empathy, and respect.

Communicates clearly and is comfortable asking questions to ensure understanding of processes and requirements.

Maintains composure in high-pressure situations and is open to learning de-escalation techniques and conflict management skills.

Highly organized with strong attention to detail, with a willingness to learn compliance-based documentation processes.

Demonstrates accountability and integrity when handling important paperwork governed by legislation and company policy.

Works collaboratively with team members while taking initiative to learn and grow within the role.

Builds confidence in decision-making through training and experience within established policies and procedures.

If you are dependable, customer-focused, and interested in developing your skills in a structured and supportive environment, 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!