Customer Service Coordinator

Penske • Portland, OR

7h

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 develops 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. It also communicates maintenance updates and resolves scheduling, billing, and service concerns; ensures rental units are maintained and ready for customers; and maintains shop productivity by optimizing the work plan.

The coordinator ensures parts are available for scheduled work, holds vendors accountable for quality and schedules, provides customer service to encourage repeat business, and coordinates with district billing clerks as needed. Other projects and tasks may be assigned by the supervisor. The schedule is Monday through Friday.

The position requires regular, predictable, full attendance; compliance with Penske instructions, guidelines, rules, regulations, and safety and maintenance policies; and willingness to travel as necessary. Candidates must complete an employment application and submit to background investigation and drug screening. The role involves 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; and regularly lifting or moving up to 50 pounds and occasionally up to 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

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.
• 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 quality and adherence to schedules for 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 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