Roadside Assistance Coordinator II

Penske•United States,

17h

About The Position

The 24/7 Roadside Assistance Coordinator II organizes comprehensive solutions for emergency roadside assistance. The role integrates inbound and outbound communications with timely coordination and decision-making to minimize customer costs and vehicle downtime. Coordinators help customers find solutions when breakdowns occur and support Penske's 24/7 Roadside Assistance team, which serves contracted customers and a fleet of more than 430,000 vehicles. The position involves frequent communication with customers and service providers, assessing vehicle failures and related commitments, arranging suitable service plans, and following up through resolution. Coordinators document interactions and updates in internal systems and other communication tools, work closely with peers and leadership, and use real-time problem-solving to address breakdowns that threaten safety, uptime, or customer commitments. The role also includes assigned learning modules and other projects as directed by the Supervisor.

Requirements

High school degree or equivalent.
At least 1 year of relevant job experience with accountability for daily attendance, output, and productivity.
Strong interpersonal and empathy skills.
Ability to remain calm under stressful situations.
Ability to coordinate multiple activities.
Ability to understand technical and mechanical terminology.
Ability to build trust and rapport over the phone.
Ability to adapt and remain flexible when assisting customers who need immediate help.
Strong problem-solving skills.
Time-management, attention-to-detail, and task-oriented skills.
Ability to learn IT systems.
Regular, predictable, full attendance is an essential function of the job.
Willingness to work the required schedule and at the specified location.
Must complete a Penske employment application and submit to a background investigation, including past employment, education, and criminal history, and drug screening.

Nice To Haves

ASE, ASA, and/or TCP certification.
Trade school or vocational school degree.
At least 1 year of experience in a technical or service role in a similar environment, such as trucking or fleet maintenance.

Responsibilities

Handle a high volume of inbound customer phone interactions each day.
Assess vehicle failures and driver and customer commitment conditions.
Make high-volume outbound customer calls to provide follow-up and closure.
Communicate with Penske and third-party service providers through frequent inbound and outbound interactions.
Provide clear and complete information so service needs are understood and an appropriate, timely service plan can be arranged.
Follow up with service providers and bring interactions to closure through phone and email communications.
Document each interaction and update clearly and completely in internal systems of record and other communication venues.
Communicate daily with 24/7 Roadside Assistance peers and leadership.
Seek assistance and coordinate on escalated road calls, assist peers when appropriate, exchange knowledge, and request real-time guidance when needed.
Assess breakdown status, identify risks such as extended downtime, compromised driving safety, or jeopardized customer commitments, consider alternatives, and take action or seek timely advice.
Complete assigned learning modules related to OEMs, components, tire processes, cause/complaint/correction, and other roadside assistance processes.
Complete other projects as assigned by the Supervisor.