Roadside Assistance Coordinator II

Penske•Cumru Township, PA

4h•Onsite

About The Position

For over 50 years, the 24/7 Roadside Assistance team has provided a world class level service to meet our customers' needs. Many of our contracted customers depend on our 24/7 Roadside Assistance service to deliver a safe and timely solution for their drivers' breakdown events, no matter when or where they occur. Penske’s 24/7 Roadside Assistance team supports the world’s largest non-governmental fleet of over 430,000 vehicles. The 24/7 Roadside Assistance Coordinator II is primarily responsible for organizing comprehensive solutions to provide emergency roadside assistance. Through the integration of inbound and outbound interactions, along with timely coordination and decisions, we accomplish the goal of minimizing cost and downtime for our customers. The 24/7 Roadside Assistance Coordinator II plays a crucial role in finding a solution for our customers when roadside events occur.

Requirements

High volume of inbound phone interactions.
High volume outbound interactions.
Phone and email communications.
Documentation in internal systems of record and outlook.
Ability to seek assistance and coordination with escalated road call events.
Ability to provide assistance to peers.
Ability to exchange learnings and experiences.
Ability to seek real time help when unsure about the best next steps.
Ability to assess breakdown events and recognize problematic outcomes.
Ability to consider logical alternative steps/actions.
Ability to seek advice or take action.
Complete assigned learning modules.

Responsibilities

Engage in customer communications daily via a high volume of inbound phone interactions.
Assess the current vehicle failure, along with driver and customer commitment condition(s).
Perform daily high-volume outbound interactions to customers to provide effective follow up & closure.
Engage with Penske and 3rd Party Service providers daily via a high volume of inbound and outbound interactions.
Provide clear and complete information to assure proper service needs are fully understood, and to assure the most appropriate and timely setup of a service plan.
Provide timely follow up and closure with service providers via phone and email communications.
Provide appropriate, clear, and complete documentation of each interaction and update encountered. This is critical so that lead technicians / Supervisors have an accurate account of the current status, as well as to provide for effective turnover to other coordinators.
Documentation will primarily exist in the internal systems of record, as well as other normal communication venues (outlook, etc..).
Engage with Penske 24/7 Roadside Assistance peers and leadership daily.
Seek assistance and coordination with escalated road call events.
Provide assistance to peers when appropriate.
Exchange learnings and experiences with peers, mentors, lead technicians, Supervisors.
Seek real time help when unsure about the best next steps.
Assess the current state of a specific breakdown event and recognize if the status has reached or is about to reach highly problematic outcomes (extended downtime, drive safety compromised, customer commitments in jeopardy, etc...).
Consider logical alternative steps / actions.
Seek advice if available & timely, otherwise, take action.
Complete assigned learning modules to further develop knowledge and skills relative to OEMs, components, current tire process, cause / complaint / correction, other 24/7 roadside assistance processes
As assigned by the Supervisor