Customer Service Coordinator

Penske•Denver, CO

61d•Onsite

About The Position

A Penske Customer Service Coordinator is focused on working with customers to schedule preventative maintenance requests, coordinate outside repairs, plan and manage the shop work plan. This role involves developing daily and weekly workforce plans, communicating with customers regarding maintenance updates and service issues, ensuring all Penske Rental units are maintained and prepared, and coordinating with district billing clerks. The goal is to maximize customer service and productivity while maintaining shop efficiency.

Requirements

2 years of customer service experience required
At least 1 year of hands on mechanical experience required
High School diploma or equivalent required
The associate will be required to understand and comply with specific instructions, guidelines, rules, regulations, or other information established by Penske management
The associate must be able to perform all work adhering to DOT, OSHA, and all Penske safety and maintenance policies; including but not limited to the correct selection and use of appropriate tools, PPE, machine guarding, and established best safety practice.
Regular, predictable, full attendance is an essential function of the job
Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Nice To Haves

2 years of supervisory experience preferred
At least 2 years of service department administration preferred
Associates Degree, Technical School Degree, or Bachelors Degree preferred
ASE certification preferred
Prior experience with service scheduling programs and diagnostic programs preferred

Responsibilities

Develop daily and weekly workforce plans by factoring customer needs, estimated unscheduled repairs, available parts, technician skill sets and work hours to maximize customer service and productivity.
Communicate with customers as needed for maintenance updates including changes to schedule or work, billing concerns, or to resolve service issues.
Assure that all Penske Rental units are maintained and prepared for customers.
Ensure parts are available for scheduled work.
Hold vendors accountable for quality and adherence to schedule for outside work.
Provide customer service, assuring customers are satisfied and will return for additional business.
Maintain shop productivity by optimizing the work plan.
Coordinate with district billing clerks as necessary.
Other projects and tasks as assigned by supervisor.