Customer Service Coordinator

Penske • Portland, OR

28d

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 using customer needs, estimated unscheduled repairs, parts availability, technician skill sets, and work hours to maximize customer service and productivity. It also communicates maintenance updates and service or billing issues to customers, helps ensure Penske Rental units are maintained and ready for customers, and coordinates parts, vendors, and district billing clerks as needed. The coordinator maintains shop productivity by optimizing the work plan and provides customer service to encourage customer satisfaction and return business. Other projects and tasks may be assigned by the supervisor.

The schedule is Monday through Friday. The role requires regular, predictable, full attendance, a willingness to travel as necessary, and the ability to work at the required schedule and location. The associate must follow Penske, DOT, and OSHA safety and maintenance requirements, including appropriate use of tools, PPE, machine guarding, and established safety practices.

The position involves frequent movement, standing, walking, climbing, bending, and sitting during the scheduled work period. 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 safely around moving trucks. The associate must regularly lift or move up to 50 pounds and occasionally up to 100 pounds.

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.
• Maintain regular, predictable, full attendance.
• Be willing 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.
• Meet the stated physical demands, including safely working at heights and in all weather conditions and lifting or moving up to 50 pounds regularly and up to 100 pounds occasionally.

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, parts availability, technician skill sets, and work hours.
• 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 adherence of 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
• Education Level: High school or GED