Customer Service Coordinator

Penske•Franklin, MA

14d•Onsite

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. This position is located at Penske’s facility at 25 Discovery Way in Franklin, Massachusetts. The role coordinates staffing, parts, repairs, vendors, customer communication, and shop productivity to support customer service and prepare rental units. Pay is $26 per hour.

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 all work in accordance with DOT, OSHA, and Penske safety and maintenance policies, including appropriate tool and PPE selection and use, 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 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 role, including frequent movement; extended periods of standing, walking, climbing, bending, and sitting; routine use of hands to operate tools or controls; safe work at heights and in all weather conditions; ability to see and hear in the workplace; 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 and diagnostic programs.

Responsibilities

Develop daily and weekly workforce plans based on 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, 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 scheduling of outside work.
Provide customer service and ensure customers are satisfied and likely to return for additional business.
Maintain shop productivity by optimizing the work plan.
Coordinate with district billing clerks as needed.
Complete other projects and tasks assigned by the supervisor.