Roadside Assistance Coordinator II

Penske Automotive Group-posted about 1 year ago
Full-time
Reading, PA
Truck Transportation
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The 24/7 Roadside Assistance Coordinator II is responsible for organizing comprehensive solutions to provide emergency roadside assistance. This role involves engaging with customers and service providers through high-volume communications, ensuring timely and effective responses to roadside events, and maintaining accurate documentation of interactions. The position plays a crucial role in minimizing downtime and costs for customers while providing a high level of service.

  • Engage in daily customer communications via high volume of inbound phone interactions.
  • Assess vehicle failures and driver conditions.
  • Perform high-volume outbound interactions for follow-up and closure.
  • Engage with Penske and 3rd Party Service providers through inbound and outbound communications.
  • Provide clear information to ensure proper service needs are understood.
  • Document each interaction clearly and completely in internal systems.
  • Engage with peers and leadership daily for assistance and coordination.
  • Assess breakdown events and recognize problematic outcomes.
  • Complete assigned learning modules to develop knowledge and skills.
  • Assist with other projects as assigned by the Supervisor.
  • High School degree or equivalent required.
  • 1 year of relevant job experience with accountability for attendance and productivity required.
  • Strong interpersonal and empathy skills required.
  • Ability to remain calm under stressful situations required.
  • Ability to coordinate multiple activities required.
  • Understanding of technical/mechanical terminology required.
  • Ability to build trust and rapport over the phone required.
  • Strong problem-solving skills required.
  • Time management and attention to detail required.
  • Ability to learn IT systems required.
  • ASE, ASA and/or TCP certification preferred.
  • 1 year of experience in a technical or service role in a similar environment preferred.
  • Equal Opportunity Employer
  • Commitment to customer success
  • Innovative transportation and logistics services
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