Customer Service Coordinator

Penske•Houston, TX

About The Position

A Penske Customer Service Coordinator works with customers to schedule preventative maintenance requests, coordinate outside repairs, and plan and manage the shop work plan. The role focuses on delivering customer service, maintaining shop productivity, and ensuring Penske Rental units are maintained and prepared for customers. The associate develops workforce plans based on customer needs, estimated unscheduled repairs, parts availability, technician skill sets, and work hours. They communicate maintenance updates and service issues to customers, ensure parts are available, and hold vendors accountable for the quality and schedule of outside work. The role also coordinates with district billing clerks and handles other projects and tasks assigned by a supervisor.

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.
Regular, predictable, full attendance.
Willingness to travel as necessary and work the required schedule at the specific required location.
Complete a Penske employment application and submit to a background investigation, including past employment, education, and criminal history, and drug screening.
Ability to move frequently and stand, walk, climb, bend, and sit for extended periods during scheduled work.
Ability to routinely use hands to grasp, reach, touch, handle, feel, and operate required tools or controls.
Ability to work safely at heights using applicable ladders and elevated working platforms, and safely in all weather conditions.
Ability to see and hear well enough to navigate a workplace with frequent movement of large trucks.
Ability to regularly lift or move up to 50 pounds and occasionally lift or move up to 100 pounds.

Nice To Haves

At least 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 that account for 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 timely completion 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.
Adhere to DOT, OSHA, and Penske safety and maintenance policies, including correct tool and PPE selection and use, machine guarding, and established safety practices.