Job Summary:

The Incident Coordinator, specializing in breakdown service, provides critical support to customers facing vehicle breakdowns, ensuring timely assistance and effective solutions. This role involves coordinating with TEN locations and preferred vendors, providing troubleshooting guidance, and delivering empathetic, solutions-oriented service to resolve breakdown-related issues. The TEN Care Incident Coordinator plays a key role in managing the customer journey, ensuring each touchpoint is engaging, efficient, and impactful.

A successful Incident Coordinator enhances customer satisfaction, fosters loyalty, and contributes to customer retention across Canada!

Duties/Responsibilities:

- Act as the first point of contact for customers experiencing breakdowns.

- Dispatch roadside assistance services and track progress until the issue is resolved.

- Troubleshoot issues over the phone and/ or email when possible and advise on the next steps.

- Document all interactions and maintain accurate records of breakdown incidents.

- Utilize internal portal to upload breakdown documentation.

- Communicate with contacts at TEN locations to dispatch service trucks within 50 miles of a TEN location.

- Ensure customers’ safety and satisfaction throughout the breakdown resolution process.

- Use the vendor network to assign a “preferred” vendor to each incident. Maintain professional communication with the vendor until there is a resolution and provide a TEN reference number at the initial report.

- Collaborate with internal teams to address any additional customer needs or follow-up.

- Act as a liaison between the customers, vendors, and TEN locations.

- Maintain a call quality score of 85% or higher.

Required Skills/Abilities:

- Previous customer service experience, especially in crisis management or breakdown support, is a plus.

- Ability to think quickly,



stay calm under pressure, and handle stressful situations effectively.

- Excellent communication skills, both verbal and written.

- Strong problem-solving abilities and the ability to think on your feet.

- Empathy and a customer-first approach to service.

Supervisory Responsibilities:

- None

Physical Requirements:

- Ability to sit for extended periods while using a computer and phone.

- Ability to type and use a keyboard and mouse for long periods.

- Clear and effective verbal communication, including talking on the phone for extended durations.

- Occasional lifting of office supplies or equipment (up to 10lbs).

Work Environment:

- The position is based in a standard office setting.

- The work area has a fast-paced, team-oriented atmosphere with frequent phone interactions.

- Noise levels may vary, with occasional background noise from other team members and customer interactions.

- Employees are expected to adhere to all health, safety, and company policies while maintaining a professional and respectful environment.

Don’t miss out on an incredible opportunity to be a part of the growing TEN Team. TEN Canada Ltd. supports diversity, and we are proud to be an equal prospect employer. We are committed to creating an accessible and inclusive setting for all employees and applicants. If you require accommodation during the recruitment process, please let us know and we will work with you to meet your needs.

As part of our recruitment process, we incorporate artificial intelligence (AI) tools to support the screening and assessment of candidates. These tools are used to enhance the overall candidate experience.

This posting is for an open position within our organization. If you are interested and meet the qualifications, please submit your application. We thank you for your application and interest; however, only those selected for further consideration will be contacted

📌 Incident Coordinator (Moncton)
🏢 Transportation Equipment Network - Canada
📍 Moncton