Manage high-volume inbound/outbound customer and service-provider communications to coordinate emergency roadside assistance, document events in internal systems, troubleshoot breakdowns, escalate issues, and complete required training and tasks to minimize downtime.
Position Summary
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.
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
follow up & 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 follow up 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 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.
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, cause / complaint / correction, other 24/7 roadside assistance processes
Other Projects
• As assigned by the Supervisor
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 able 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.
Physical Requirements:
-The physical and mental demands described here are representative of those that
must be met by an associate to successfully perform the essential functions of this
job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
-While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
-Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
Penske is an Equal Opportunity Employer
About Penske Truck Leasing/Transportation Solutions
Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.
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