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.
Hours: 11:00 PM to 7:00AM (Shifts vary from Monday to Friday & Weekends Included
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 $18.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Work Location: In person
