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.
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:
• 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.