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Roadside Assistance Coordinator II ( October 21, 2024 Class)
PenskeUnited States, United Statesfull_timeVerifiedPosted 9 Aug 2024
About the role
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
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
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