Lead Breakdown Coordinator

Job Details

Job Location:

Brighton - Brighton, CO 80601

Position Type:
Full Time Education Level: High School Salary Range: $22.00 - $24.00 Hourly Job Category:
Customer Service

Job Title:

Lead Breakdown Coordinator Company:
Rocky Mountain Truck Centers

Location:

Multiple Locations (Remote/Dispatch Center Options May Apply) Department:
Roadside Assistance / Dispatch Position Type:
Full-time, Non-Exempt (Hourly)

Reports To:

Branch Manager or Director of Operations 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 Breakdown Coordinators are the “nerve center” of the company, managing critical events and keeping drivers, fleets, and technicians moving safely. Position Summary The Lead Breakdown Coordinator oversees the intake, dispatch, and real‑time management of emergency service requests (breakdowns, tows, roadside repairs) across assigned locations.

This role combines hands‑on dispatching with leadership responsibilities: coaching other coordinators, monitoring KPIs, and ensuring that every event meets RMTC service level standards. The Lead Breakdown Coordinator is responsible for:
High‑quality intake and triage of breakdown calls Efficient, accurate dispatch to technicians and wrecker operators Live monitoring of ETAs, updates, and completion Protecting customer experience, safety, and profitability on every event

Key Responsibilities Event Intake & Triage Answer inbound calls from fleets, drivers, brokers, and internal teams in a professional, calm, and urgent manner. Gather complete and accurate information for each event (location, unit details, symptoms, safety risks, customer requirements, payment/PO information). Classify and prioritize calls based on safety risk, customer commitments, and SLA standards. Set clear expectations for ETA, pricing, and next steps with customers and drivers.

Dispatch & Live Event Management Assign events to the appropriate technician or wrecker operator based on skills, equipment, proximity, and workload. Monitor real‑time GPS and status updates to ensure events are accepted and en‑route within defined time frames. Track ETAs, adjust as needed, and communicate changes proactively to customers and internal stakeholders. Ensure “no call goes dark”: maintain consistent outbound updates and check‑ins throughout each job.

Escalate safety‑critical or at‑risk events to the Branch Manager or Director of Operations as needed. Leadership, Coaching & Quality Control Serve as the first point of escalation for other Breakdown Coordinators on complex calls, upset customers, or at‑risk SLAs. Coach coordinators on call handling, probing questions, documentation quality, and tone. Review call logs, notes, and event outcomes for completeness, accuracy, and adherence to scripts and SOPs.

Help manage scheduling and coverage for the coordinator team to ensure 24/7 coverage. Provide feedback to leadership on staffing needs, training gaps, and process improvements. KPI & SLA Ownership Monitor and help drive key roadside performance metrics, which may include:
Call answer time and abandonment rate Event acceptance time from initial request ETA variance (promised vs. actual) Roadside completion/close rate Dispatch connected/acknowledged rates Identify events at risk of missing SLA and take timely corrective action (reroute, reassign, escalate). Support accurate daily and weekly reporting on call volume, outcomes, and performance trends. Communication & Documentation Capture detailed, clear notes for every call and event, including symptoms, instructions, approvals, and outcomes.

Ensure that all required fields, check boxes, and status updates are completed in company systems. Communicate proactively with Service Advisors, Branch Managers, and technicians about event status and customer expectations. Use professional, concise written and verbal communication in all channels (phone, chat, email, and system notes). Safety & Risk Management Identify and prioritize high‑risk situations (e.g., truck stopped in live lanes, hazardous weather,…