Customer Service Coordinator

Penske • Tempe, AZ

36d • $58,240 - $62,400 • Onsite

About The Position

A Penske Customer Service Coordinator is focused on working with customers to schedule preventative maintenance requests, coordinate outside repairs, plan and manage the shop work plan. This role involves developing daily and weekly workforce plans by factoring customer needs, estimated unscheduled repairs, available parts, technician skill sets and work hours to maximize customer service and productivity. The coordinator will communicate with customers regarding maintenance updates, schedule changes, billing concerns, or to resolve service issues. They will also assure that all Penske Rental units are maintained and prepared for customers, ensure parts availability for scheduled work, and hold vendors accountable for quality and adherence to schedule for outside work. The position aims to provide excellent customer service to ensure customer satisfaction and repeat business, while maintaining shop productivity by optimizing the work plan and coordinating with district billing clerks as necessary. Other projects and tasks may be assigned by a supervisor.

Requirements

• 2 years of customer service experience required
• At least 1 year of hands on mechanical experience required
• High School diploma or equivalent required
• The associate will be required to understand and comply with specific instructions, guidelines, rules, regulations, or other information established by Penske management
• The associate must be able to perform all work adhering to DOT, OSHA, and all Penske safety and maintenance policies; including but not limited to the correct selection and use of appropriate tools, PPE, machine guarding, and established best safety practice.
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Nice To Haves

• 2 years of supervisory experience preferred
• At least 2 years of service department administration preferred
• Associates Degree, Technical School Degree, or Bachelors Degree preferred
• ASE certification preferred
• Prior experience with service scheduling programs and diagnostic programs preferred

Responsibilities

• Develop daily and weekly workforce plans by factoring customer needs, estimated unscheduled repairs, available parts, technician skill sets and work hours to maximize customer service and productivity.
• Communicate with customers as needed for maintenance updates including changes to schedule or work, billing concerns, or to resolve service issues.
• Assure that all Penske Rental units are maintained and prepared for customers
• Ensure parts are available for scheduled work
• Hold vendors accountable for quality and adherence to schedule for outside work
• Provide customer service, assuring customers are satisfied and will return for additional business.
• Maintain shop productivity by optimizing the work plan
• Coordinate with district billing clerks as necessary
• Other projects and tasks as assigned by supervisor

Benefits

• Competitive wage
• Shift differentials that will vary based on second shift (starting after 11am) or third shift (starting after 9pm) and weekend work.
• Training and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED