Customer Service Coordinator

Penske•Bridgeport, NJ

26d•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. The position is located at the Penske facility at 508 Heron Drive in Swedesboro, New Jersey. The coordinator develops workforce plans, communicates maintenance updates and service issues to customers, ensures rental units and parts are ready, and oversees outside vendors and shop productivity. The role also coordinates with district billing clerks and completes other projects assigned by a supervisor. 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 location, complete a Penske employment application, and undergo background investigation and drug screening. The job 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 associates 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 correct selection and use of tools and PPE, 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.
Move frequently and stand, walk, climb, bend, and sit for extended periods during the scheduled work period.
Use hands routinely and daily to grasp, reach, touch, handle, feel, and/or operate required tools or controls.
Work safely at heights using applicable ladders and elevated working platforms and safely in all weather conditions.
See and hear sufficiently to navigate the work environment safely around moving trucks.
Regularly lift and/or move up to 50 pounds and occasionally lift and/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 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 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.