Penske – Roadside Assistance Coordinator II (Telecommute/Remote) – Pennsylvania ID-8680

Position Summary

The 24/7 Roadside Assistance Coordinator II is primarily responsible for completing the necessary tasks to provide emergency roadside assistance to our customers. A large % of our contract customers rely on this service to provide a safe and timely solution for their drivers’ breakdown events, anywhere and anytime.

Through the integration of inbound and outbound interactions, along with timely coordination and decisions, the ultimate goal of a practical breakdown solution with minimal downtime for the customer is achieved. Additionally, Penske can play a key role in helping the customer maintain its supply chain commitments.

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Major Responsibilities:

Customer Communications

  • 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 followup & closure.

Service Provider Communications

  • 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 followup and closure with service providers via phone and email communications.

Documentation

  • 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..).

Team Communications

  • Engage with Penske 24/7 RSA peers and leadership on a daily basis.
  • Seek assistance and coordination with highly escalated customers / 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.

Real-time Problem Solving

  • 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.

Continuing Learning

  • Complete assigned learning modules to further develop knowledge and skills relative to OEMs, components, current tire process, 3C’s, other 24/7 processes

Other Projects

  • As assigned by the Supervisor

Qualifications

Qualifications:

  • High School degree or equivalent required
  • ASE, ASA and / or TCP; Trade school or vocational school degree preferred
  • 1 year of relevant job experience with accountability for daily attendance, output, and productivity is required
  • 1 year of experience in a technical or service role in similar environment such as Trucking / Fleet Maintenance is preferred
  • Must have strong interpersonal and empathy skills
  • Must be abe to remain calm under stressful situations
  • Ability to coordinate multiple activities required
  • Must be able to understand technical / mechanical terminology
  • Ability to build trust and rapport over the phone required
  • Must be able to adapt and be flexible when dealing with customers over the phone that need immediate assistance
  • Must have strong problem solving skills
  • Time management, attention to detail, & task oriented skills required
  • Must be able to learn IT systems
  • Regular, predictable, full attendance is an essential function of the job
  • Willingness to work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Penske – Roadside Assistance Coordinator II (Telecommute/Remote) – Pennsylvania ID-8680

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