Customer Service Coordinator

Penske•Franklin, MA

10d•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 the Penske facility at 25 Discovery Way in Franklin, Massachusetts. The role develops daily and weekly workforce plans based on customer needs, estimated unscheduled repairs, available parts, technician skills, and work hours. It also communicates maintenance updates and service issues to customers, ensures rental units are maintained and prepared, confirms parts availability, and holds vendors accountable for the quality and timing of outside work. The coordinator supports customer satisfaction, shop productivity, and coordination with district billing clerks, and performs other projects as assigned by a supervisor. The position requires regular, predictable, full attendance and compliance with Penske, DOT, and OSHA safety and maintenance policies. The associate must be willing to travel as necessary, work the required schedule at the specified location, and complete required background investigation and drug screening. Physical demands include frequent movement, standing, walking, climbing, bending, and sitting; routine use of hands to operate tools or controls; working safely at heights and in all weather conditions; seeing and hearing adequately to navigate a workplace with moving trucks; 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 compliance 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 stated physical requirements, 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

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 using 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 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 a supervisor.