Customer Service Coordinator

Penske • Concord, NC

14d

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 workforce plans, keeps customers informed about maintenance and service issues, ensures rental units are ready, and supports shop productivity and customer satisfaction.

The work shift is Monday through Friday, 12:30 PM to 9:00 PM. The associate must follow Penske policies and applicable DOT and OSHA requirements, maintain regular and predictable attendance, and be willing to travel as necessary and work at the required location and schedule.

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 correct selection and use of tools and PPE, machine guarding, and established safety practices.
• Maintain regular, predictable, full attendance.
• Be willing to travel as necessary, work the required schedule and at the specified location, complete the Penske employment application, and submit to a background investigation 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 based on customer needs, estimated unscheduled repairs, available parts, technician skills, 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 support customer satisfaction and repeat 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