When you call USRider, you don’t get a call center script — you get a person. Someone based right here in the US who’s talked down plenty of panicked haulers, knows the difference between a gooseneck and a bumper pull, and won’t put you on hold while they figure out what a horse trailer even is. That’s not a nice-to-have. When you’re stopped on the shoulder with a trailer full of horses, it’s everything.
Meet one of the dispatchers who answers that call, Rechelle.
1. What’s your favorite part of being the person a member reaches when they’re stranded with their horse?
I honestly don’t have just one favorite part—I love the entire process. From the moment I answer the call and gather the breakdown information, I want our members to know they’re not alone. I let them know that I’m their personal point of contact and that I’ll stay with them until help arrives. Being able to find the right provider quickly and help someone during what is often a very stressful situation is incredibly rewarding. Knowing I can bring a little peace of mind during a difficult day is what makes me proud to do this job.
2. Tell us about a call you’re especially proud of—a moment where you really made a difference for a member and their horse.
It’s honestly hard to choose just one because we receive so many unique calls every day. One that always stands out is when a member was transporting their horse to an emergency veterinary appointment and broke down along the way. Time was critical. I was able to locate a provider who understood the urgency, and they arrived even sooner than expected. Knowing we helped get that horse back on the road as quickly as possible made me incredibly proud. Those are the moments that remind me why I love what I do.
3. What do you wish more horse owners knew about hauling horses?
Always, always, ALWAYS carry at least one spare tire—preferably two if you’re traveling long distances. Tire blowouts are one of the most common calls we receive, and having a spare can make a huge difference. I also encourage horse owners to stay on top of routine maintenance for both their tow vehicle and trailer. Having wheel bearings, brakes, tires, and lights inspected at least once a year can prevent many of the breakdowns we see. A little preventative maintenance can save a lot of stress and keep both horses and people safe.
4. Tell us about your horse journey and being an equestrian.
While I don’t compete myself, I occasionally enjoy going on trail rides with my kids. My real passion is supporting my children and watching them chase their dreams in gaming events and barrel racing. We currently own four horses, and while I help care for them, my daughters are definitely the true horse girls of the family. Through them, I’ve gained a deep appreciation for the horse community and understand just how important these animals are to the families who love them.
5. Tell us a little bit about yourself and what you’d like people to know about you.
I’m a proud mom of four amazing kids, ranging in age from 20 down to 6. They all share a love of horses and compete in rodeo events, and you’ll usually find me cheering them on from the sidelines. I’ve been happily married to my husband for 12 years, and raising our family has been the greatest adventure of my life.
Professionally, I’ve been with USRider for over four years, and it has truly been one of the biggest blessings. I genuinely love helping our members, working alongside an incredible team, and being part of a company that cares so much about its members and employees. The support from my coworkers and leadership has made this feel like more than just a job—it’s home, and I don’t plan on going anywhere.
