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 experience in customer service, call center, dispatch, breakdown coordination, or similar high‑volume phone environment.
- Strong phone presence and communication skills; able to lead conversations with confidence and empathy.
- High attention to detail and accuracy in data entry and documentation.
- Ability to follow structured scripts and multi‑step workflows with high consistency.
- Comfortable using multiple computer applications, phone systems, maps/GPS tools, and headsets.
- Able to work in a fast‑paced, 24/7 operation, including evenings, nights, weekends, and holidays as part of a rotating schedule.
Preferred
- Experience in trucking, roadside assistance, towing, or fleet/repair operations.
- Familiarity with basic truck and tire terminology (sizes, positions, national account programs).
- Prior experience in a role with performance metrics (call handling, QA, or SLA targets).
Work Environment & Schedule
- Dispatch/command‑center style environment (onsite, hybrid, or remote depending on location).
- Extensive use of computers, multiple monitors, headsets, and phone/VOIP systems.
- Extended periods of sitting, focusing on screens, typing, and talking on the phone.
- Rotating shifts, including nights, weekends, and holidays; overtime may be required during peak volumes 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 location, experience, skills, shift, and performance. Where required by law, a specific pay range and a summary of benefits will be provided in this posting or during the hiring process, consistent 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 conducted 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.