Customer Service Coordinator

Penske•Edison, NJ

6d•Onsite

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 position is located at the Penske facility at 130 Meadow Road in Edison, New Jersey. The coordinator develops daily and weekly workforce plans, communicates service updates to customers, ensures rental units are maintained and ready, and helps keep parts and outside repair work on schedule. The role also supports customer satisfaction, shop productivity, and billing coordination. Additional projects and tasks may be assigned by the supervisor.

Requirements

At least 2 years of customer service experience.
At least 1 year of hands-on mechanical experience.
High school diploma or equivalent.
Ability to understand and comply with instructions, guidelines, rules, regulations, and other information established by Penske management.
Regular, predictable, full attendance.
Willingness to travel as necessary and work the required schedule at the specified location.
Completion of a Penske employment application and submission to a background investigation, including past employment, education, and criminal history, and drug screening.
Ability to move frequently and stand, walk, climb, bend, and sit for extended periods during scheduled work.
Ability to routinely use hands to grasp, reach, touch, handle, feel, or operate required tools or controls.
Ability to work safely at heights using applicable ladders and elevated working platforms, and to work safely in all weather conditions.
Ability to see and hear to navigate safely around frequent movement of large trucks in the workplace.
Ability to regularly lift or move up to 50 pounds and occasionally lift or move up to 100 pounds.

Nice To Haves

At least 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 skill sets, 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 help ensure customers are satisfied and will 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.
Perform work in accordance with DOT, OSHA, and Penske safety and maintenance policies, including appropriate tool and PPE use, machine guarding, and established safety practices.