Customer Service Coordinator

Penske•Concord, NC

14d

About The Position

A Penske Customer Service Coordinator works with customers to schedule preventative maintenance requests, coordinates outside repairs, and plans and manages the shop work plan. The role develops workforce plans to meet customer needs and maximize customer service and productivity, communicates maintenance updates and resolves service concerns, and helps ensure rental units and shop operations are ready to serve customers. The position also coordinates with vendors and district billing clerks, ensures parts availability, and supports compliance with Penske safety and maintenance policies. The work shift is Monday through Friday, 12:30 PM to 9:00 PM. Regular, predictable, full attendance is an essential function. The associate must be willing to travel as necessary and work at the required schedule and location. The position has physical demands that include frequent movement and standing, walking, climbing, bending, and sitting; routine use of hands to operate tools or controls; working safely at heights and in all weather conditions; and lifting or moving up to 50 pounds regularly and up to 100 pounds occasionally.

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.
Regular, predictable, full attendance.
Willingness to travel as necessary and work the required schedule and at the specific required location.
Complete the Penske employment application and submit to a background investigation, including past employment, education, and criminal history, and drug screening.
Meet the physical demands of the role, including working safely at heights and in all weather conditions and lifting or moving up to 50 pounds regularly and up to 100 pounds occasionally.

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 by considering customer needs, estimated unscheduled repairs, available parts, technician skill sets, and work hours to maximize customer service and productivity.
Communicate with customers about maintenance updates, including schedule or work changes, billing concerns, and service issues.
Assure that Penske Rental units are maintained and prepared for customers.
Ensure parts are available for scheduled work.
Hold vendors accountable for quality and adherence to schedules for outside work.
Provide customer service and help ensure customers are satisfied and will return for additional business.
Maintain shop productivity by optimizing the work plan.
Coordinate with district billing clerks as necessary.
Complete other projects and tasks assigned by the supervisor.
Follow applicable DOT and OSHA requirements and Penske safety and maintenance policies, including proper selection and use of tools and PPE, machine guarding, and established safety practices.