Customer Service Coordinator

Penske • Kent, WA

3d

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, parts availability, technician skill sets, and work hours to maximize customer service and productivity. The coordinator communicates maintenance updates and resolves scheduling, work, billing, or service concerns; ensures rental units are maintained and ready for customers; and confirms parts availability for scheduled work. The position also manages vendor performance for quality and schedule adherence, maintains shop productivity, supports customer satisfaction and 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, 2:00 p.m. to 10:30 p.m. Compensation is $28.50 per hour plus a $3 per hour shift differential.

The associate must understand and follow instructions, guidelines, rules, regulations, and other information established by Penske management, and perform work in compliance with DOT, OSHA, and Penske safety and maintenance policies. Regular, predictable, full attendance is an essential job function. The associate must be willing to travel as necessary, work the required schedule and location, complete an employment application, and submit to a background investigation and drug screening.

The role involves frequent movement, standing, walking, climbing, bending, and sitting for extended periods; daily use of hands to operate tools or controls; working safely at heights and in all weather conditions; and the ability to see and hear in a workplace with frequent large-truck movement. The associate must regularly lift or move up to 50 pounds and occasionally up to 100 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform 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.
• Regular, predictable, full attendance.
• Willingness to travel as necessary and work the required schedule and at the required 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, parts availability, technician skill sets, and work hours to maximize 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 support customer satisfaction and repeat business.
• Maintain shop productivity by optimizing the work plan.
• Coordinate with district billing clerks as necessary.
• Perform 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