Roadside Event Coordinator

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 for help or reassignment.
• 
  
  
  Qualifications
  
  Required
  
  
• 1–2+ years of experience in a customer service, dispatch, call center, transportation, or similar high‑volume phone environment.
• Strong verbal and written communication skills; able to remain calm and clear under pressure.
• High attention to detail and accuracy in data entry and documentation.
• Ability to manage multiple calls and active events at the same time.
• Comfortable working with computers, multiple applications, GPS or map tools, and phone/headset systems.
• Willingness to work shifts that may include evenings, nights, weekends, and holidays in a 24/7 operation.
• 
  
  
  Preferred
  
  
• Experience in trucking, transportation, logistics, roadside assistance, or repair/towing operations.
• Prior work in dispatch, breakdown coordination, or emergency response centers.
• Familiarity with basic truck/vehicle terminology and common breakdown scenarios.
• 
  
  
  Work Environment & Schedule
  
  
• Fast‑paced dispatch/call center setting (onsite, hybrid, or remote depending on location).
• Frequent use of computers, multiple monitors, headsets, and phone systems.
• Extended periods of sitting, focusing on screens, and typing.
• Rotating shifts including some nights, weekends, and holidays; overtime may be required during peak demand or severe weather events.
• 
  
  
  If you need a reasonable accommodation to perform the essential functions of this job or to participate in the hiring process, please contact Human Resources.
  
  Compensation & Benefits
  
  
• Competitive hourly pay, depending on experience and location.
• Eligibility for benefits such as health insurance, 401(k), and paid time off, subject to plan terms and waiting periods.
• 
  
  
  Pay Transparency (Multi‑State):
  Actual pay may vary based on factors such as location, experience, skills, and shift. Where required by law, a specific pay range and a summary of benefits will be provided in this posting or during the hiring process, in line with applicable state and local pay transparency laws.
  
  Background Check & Drug/Alcohol Testing
  
  Employment in this position may be contingent upon:
  
  
• Successful completion of a background check in accordance with the Fair Credit Reporting Act (FCRA) and applicable state/local laws.
• Compliance with company drug/alcohol testing policies where applicable and permitted by law.
• 
  
  
  Equal Employment Opportunity
  
  Rocky Mountain Truck Centers is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, pregnancy, marital status, protected veteran or military status, or any other status protected by applicable law.
  
  We provide reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, in accordance with applicable law.
  
  At‑Will Employment
  
  Nothing in this job posting is intended to create a contract of employment for any specific duration. Where permitted by law, employment with Rocky Mountain Truck Centers is “at‑will,” meaning that either the company or the employee may terminate the employment relationship at any time, with or without cause or notice, subject to applicable legal requirements.