Roadside Intake Specialist

Job Details

Job Location:

Brighton - Brighton, CO 80601

Position Type:
Full Time Education Level: High School Salary Range: $18.00 - $22.00 Hourly Job Category:
Customer Service

Job Title:

Intake Specialist Company:
Rocky Mountain Truck Centers

Location:

Multiple Locations / National Operations Command Center Department:
Breakdown / Intake Position Type:
Full-time, Non-Exempt (Hourly, Eligible for Special Consideration Pay)

Reports To:

Lead Coordinator About Rocky Mountain Truck Centers Rocky Mountain Truck Centers (RMTC) provides 24/7 roadside assistance, towing and recovery, and truck repair services to commercial fleets and owner‑operators. Our Intake Specialists are the “first point of truth” in the event lifecycle: every call they handle sets the tone for customer experience and drives revenue opportunity for the entire operation. Position Summary The Intake Specialist is the first touchpoint for customers needing roadside, in‑shop, or towing services.

You will:
Answer emergency breakdown calls, ESR/ERS, SMS, and other intake channels Verify exact location and unit information Capture payment method and authorization Build accurate, dispatch‑ready work orders on the first pass Success in this role depends on strict adherence to scripts and SOPs, fast and accurate call handling, and high attention to detail. This role is highly structured, high urgency, and high accountability.

Key Responsibilities Call Handling & Customer Intake Answer inbound calls promptly and professionally within defined speed‑to‑answer targets. Use approved scripts, greetings, and assurance language on every call. Control the call flow while staying calm, confident, and reassuring under pressure. Verify and document precise service location (address, landmarks, GPS/map confirmation when needed). Collect and document customer, unit, and trailer information (company, contact, phone, email, VIN/unit, tire specs, etc.).

Clarify symptoms, concerns, and failure details; avoid guessing or self‑diagnosing. Work Order Creation & Execution Authorization Create new work orders/events in company systems with complete, accurate data on the first pass. Classify job type correctly (roadside, tow, tire, jump, shop, etc.) and apply the correct service packages. Secure “Execution Authorization” by confirming that the customer understands rates, agrees to proceed, and has a declared payment method (account, card, COD, or third‑party payer).

Capture PO numbers, deposits, or other required payment details before work proceeds, following policy. Document all required details, including payment method, customer approvals, and reference/work order numbers. Call Flow Discipline & Gatekeeping Follow the defined intake call flow and control gates in order, without improvisation. Use only approved language at execution control points and when presenting rates and expectations. Pause intake appropriately when gates activate, then re‑enter the flow cleanly.

Avoid unauthorized actions such as setting ETAs, negotiating price, or dispatching technicians. Prepare a clean, auditable handoff to Lead Coordinators and Event Coordinators. Documentation, Follow‑Up & Handoffs Record thorough, clear notes for each call and event, including all decisions and commitments. Ensure all required fields and dispositions are completed accurately (no handwritten notes). Provide customers with their reference/work order number and confirm how they will be contacted.

Complete required callbacks for missed/abandoned calls and follow‑ups within defined SLAs. Leave no open follow‑ups at shift end without documented notes and clear next actions. Performance, KPIs & Teamwork Support team goals and Service Level Agreements (SLAs) for:
Call answer time and abandoned/missed call percentages Call win rate (calls converted to repair or tow events) Documentation accuracy and payment/deposit capture Execution authorization rate and process compliance Participate in coaching, call grading, and training to continuously improve performance. Collaborate closely with Lead Coordinators, Event Coordinators, Service Advisors, and Branch Managers. Qualifications Required 1–2+ years of…