Customer Service Coordinator

Penske • Houston, TX

6d

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 also supports customer satisfaction, rental-unit readiness, parts availability, vendor performance, and shop productivity.

The associate must follow Penske management instructions and comply with DOT, OSHA, and Penske safety and maintenance policies. Regular, predictable, full attendance is an essential function. The role requires willingness to travel as necessary, work the required schedule and at the specified location, and complete the required application, background investigation, and drug screening.

The position involves frequent movement, standing, walking, climbing, bending, and sitting for extended periods. It requires routine use of hands to operate tools or controls, safe work at heights and in all weather conditions, and the ability to see and hear around moving trucks. The associate must regularly lift or move up to 50 pounds and occasionally up to 100 pounds. Reasonable accommodations may be made for individuals with disabilities.

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.
• Perform work in accordance with DOT, OSHA, and Penske safety and maintenance policies, including proper tool and PPE selection and use, machine guarding, and established safety practices.
• Maintain regular, predictable, full attendance.
• Be willing to travel as necessary and work the required schedule at the required location.
• Complete a Penske employment application and submit to a background investigation, including past employment, education, and criminal history, and drug screening.
• Meet the physical requirements of the position, including 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 based on customer needs, estimated unscheduled repairs, available parts, technician skills, and work hours to maximize customer service and productivity.
• Communicate maintenance updates to customers, including 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 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.

What This Job Offers

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