Customer Service Representative

Classic Towing & Storage is a leading towing and recovery provider serving CAA, Toronto Police Services, OPP, MTO, regional municipalities, and private clients. We are currently seeking a professional, reliable, and customer-focused Call Taker & Release Agent to join our front office team. This position is responsible for handling incoming calls, assisting customers in person, processing vehicle releases, and supporting daily administrative operations.

About the Role

This role is essential to our front-line operations. You will be the first point of contact for customers, police agencies, insurance companies, and internal staff. You must be comfortable working in a fast-paced environment, dealing with emotionally charged situations, and maintaining accuracy with paperwork and documentation.

You will manage call-taking, dispatch support, vehicle release processing, invoice preparation, and data entry into InTow and other administrative systems. Strong communication skills, patience, and attention to detail are critical.

Key Responsibilities

Answer incoming calls promptly and professionally, gathering accurate information and entering it into InTow.
Assist walk-in customers with vehicle releases, payments, storage inquiries, and general questions.
Verify ownership documents and identification before releasing vehicles (TSSEA-compliant processing).
Prepare invoices and release forms accurately and ensure proper sign-offs and documentation.
Accept payments (cash, debit, credit, cheques), issue receipts, and follow internal cash-off procedures.
Maintain organized records and ensure all releases are logged, scanned, and filed correctly.
Communicate with drivers, dispatchers, insurance providers, and police agencies as required.
Handle customer concerns calmly and professionally, escalating when necessary.
Support dispatch with data entry, call notes, and administrative tasks as needed.
Maintain a clean, organized front office environment and uphold company professionalism at all times.
Qualifications

Previous customer service or administrative experience (towing industry experience is an asset).
Strong communication skills and ability to remain calm under pressure.
Comfortable working with computers, dispatch software, and payment terminals.
High attention to detail and strong accuracy in data entry.
Ability to multi-task effectively in a busy office setting.
Professional, friendly, and confident demeanor with the ability to handle difficult conversations.
Ability to work independently and as part of a team.
Reliable attendance is mandatory.
Must be able to work weekends if required.
What We Offer

Competitive hourly wage based on experience.
Full training on systems, procedures, and TSSEA-compliant release processes.
Opportunities for growth within the organization.
Supportive and team-oriented work environment.
Stability and long-term employment with an established towing provider.
Job Types: Full-time, Permanent

Pay: From $17.50 per hour

Benefits:

Dental care
Extended health care
On-site parking
Vision care
Work Location: In person