Customer Service Coordinator

Penske•Channahon, IL

47d•Onsite

About The Position

A Penske Customer Service Coordinator works with customers to schedule preventive maintenance requests, coordinate outside repairs, and plan and manage the shop work plan. The position develops daily and weekly workforce plans based on customer needs, estimated unscheduled repairs, parts availability, technician skills, and work hours to maximize customer service and productivity. The coordinator communicates maintenance updates and resolves scheduling, work, billing, and service concerns; ensures Penske Rental units are maintained and prepared for customers; and helps ensure parts are available for scheduled work. The role also oversees vendor quality and schedule adherence for outside work, maintains shop productivity, provides customer service, and coordinates with district billing clerks as needed. Other projects and tasks may be assigned by the supervisor. The position is located at 23334 S Frontage Rd W, Channahon, IL 60410, and the stated schedule is Monday through Friday, 2:00 p.m. to 10:30 p.m. The associate must comply with company instructions and applicable safety requirements, including DOT, OSHA, and Penske safety and maintenance policies. Regular, predictable, full attendance is an essential function. Willingness to travel as necessary and to complete the required application, background investigation, and drug screening are required.

Requirements

At least 2 years of customer service experience.
At least 1 year of hands-on mechanical experience.
High school diploma or equivalent.
Understand and comply with instructions, guidelines, rules, regulations, and other information established by Penske management.
Adhere to DOT, OSHA, and Penske safety and maintenance policies, including correct selection and use of tools and PPE, machine guarding, and established safety practices.
Maintain regular, predictable, full attendance.
Willingness to travel as necessary and work the required schedule at the specified location.
Complete the Penske employment application and submit to a background investigation, including past employment, education, and criminal history, and drug screening.
Meet physical requirements, including frequent movement, standing, walking, climbing, bending, and sitting; routine use of hands to operate tools or controls; safe work at heights and in all weather conditions; adequate sight and hearing to navigate the workplace safely; and lifting or moving up to 50 pounds regularly and up to 100 pounds occasionally.

Nice To Haves

2 years of supervisory experience.
At least 2 years of service department administration experience.
Associate degree, technical school degree, or bachelor's degree.
ASE certification.
Prior experience with service scheduling programs and diagnostic programs.

Responsibilities

Develop daily and weekly workforce plans using customer needs, estimated unscheduled repairs, parts availability, technician skill sets, and work hours to maximize customer service and productivity.
Communicate with customers about maintenance updates, schedule or work changes, billing concerns, and service issues.
Ensure Penske Rental units are maintained and prepared for customers.
Ensure parts are available for scheduled work.
Hold vendors accountable for the quality and schedule adherence of outside work.
Provide customer service and help ensure customers are satisfied and return for additional business.
Maintain shop productivity by optimizing the work plan.
Coordinate with district billing clerks as necessary.
Complete other projects and tasks as assigned by the supervisor.
Perform work in compliance with applicable DOT, OSHA, and Penske safety and maintenance policies.