Roadside Assistance Coordinator II

Penske • Cumru Township, PA

5h

About The Position

Penske’s 24/7 Roadside Assistance team supports customers whose drivers experience vehicle breakdowns. The Roadside Assistance Coordinator II organizes comprehensive emergency roadside solutions by coordinating inbound and outbound communications, making timely decisions, and helping minimize customer cost and vehicle downtime. The role involves assessing breakdowns and customer needs, coordinating service plans with Penske and third-party providers, documenting interactions, collaborating with colleagues and leadership, and resolving problems in real time. Coordinators also complete assigned learning modules and other projects as directed by a Supervisor.

The position requires regular, predictable full attendance and work at the specified location and required schedule. Candidates must complete a Penske employment application and submit to a background investigation and drug screening. The role’s physical requirements may include standing, walking, sitting, using hands to touch, handle, and feel, reaching, and occasionally lifting or moving up to 25 pounds (12 kg).

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 in 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.
• 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 calls and assess vehicle failures, driver conditions, and customer commitments.
• Make outbound customer calls to provide follow-up and close out roadside assistance events.
• Communicate with Penske and third-party service providers by phone and other channels to convey service needs and arrange timely service plans.
• Follow up with service providers and provide closure through phone and email communications.
• Document interactions and updates clearly and completely in internal systems of record and other communication channels.
• Communicate with Penske 24/7 Roadside Assistance peers and leadership, coordinate on escalated road calls, assist colleagues, and share knowledge and experience.
• Assess breakdown events, identify risks such as extended downtime or compromised driving safety, consider alternative actions, seek advice when available and timely, and otherwise take action.
• Complete assigned learning modules to develop knowledge of OEMs, components, tire processes, cause/complaint/correction, and other roadside assistance processes.
• Complete other projects as assigned by the Supervisor.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED