Roadside Event Coordinator

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:

Event Coordinator Company:
Rocky Mountain Truck Centers

Location:

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

Reports To:

Lead Breakdown Coordinator or Branch Manager 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 Event Coordinators are at the center of this work: they manage each breakdown “event” from the first call to final resolution and help keep drivers and fleets safely moving.

Position Summary The Event Coordinator is responsible for the full lifecycle of roadside and repair events, from intake and triage through dispatch, updates, and close‑out. You will:
Answer and document inbound calls from fleets and drivers Create and manage events in company systems Coordinate with technicians, wrecker operators, and service advisors Keep customers informed and calm in high‑stress situations This role requires strong communication, attention to detail, and the ability to manage multiple active events at once in a fast‑paced, 24/7 environment.

Key Responsibilities Event Intake & Case Creation Answer inbound calls promptly and professionally from fleets, drivers, brokers, and partners. Collect complete event information: location, unit and trailer details, reported symptoms, safety concerns, and customer requirements. Confirm billing method, PO/authorization, and any special instructions before dispatch. Create accurate event records in company systems with clear notes, contact details, and priority level. Set clear expectations for ETA, pricing basics, and next steps with customers and drivers.

Dispatch Coordination & Live Monitoring Work closely with Breakdown Coordinators and/or dispatch tools to ensure every event is assigned to the right technician or wrecker operator based on skills, equipment, location, and workload. Monitor event status in real time; confirm acceptance, en‑route, on‑scene, and completion updates. Track ETAs and proactively notify customers when ETAs change. Flag high‑risk or time‑sensitive events and escalate promptly to Lead Breakdown Coordinators or Branch Managers.

Communication & Customer Experience Maintain regular outbound updates to customers so they always know what is happening with their truck. Communicate calmly and clearly in stressful situations, including late‑night breakdowns, weather events, and accidents. Translate technical updates from technicians and wrecker operators into clear, simple language for customers. Demonstrate empathy and professionalism with every caller, protecting the company’s reputation and customer relationships.

Documentation & Handoffs Thoroughly document all calls, updates, and decisions in the event record. Record accurate timestamps, notes, and outcomes to support billing, KPI tracking, and future reference. Capture and enter required customer approvals and reference numbers (purchase orders, authorization numbers, etc.). Coordinate clean handoffs to Service Advisors, Branch Managers, or shop staff once the truck is towed in or work is completed.

Coordination With Internal Teams Work closely with Breakdown Coordinators, Service Advisors, technicians, wrecker operators, and Branch Managers. Share critical details about safety risks, customer expectations, and time‑sensitive situations. Participate in daily/weekly huddles to review KPIs, call volume, and improvement opportunities. Provide feedback about common issues (e.g., frequent locations, recurring unit problems) to help improve operations. KPI & SLA Awareness Support team goals for:
Call answer times and low abandoned/hold times Accurate and complete event set‑up ETA and communication expectations Roadside completion/close rate and customer satisfaction Identify events at risk of missing expectations and escalate early…