Customer Service Coordinator

Penske Automotive Group - Cincinnati, OH

Full-time - Entry Level

Cincinnati, OH

Truck Transportation

About the position

The Penske Customer Service Coordinator plays a crucial role in managing customer interactions related to preventative maintenance requests and coordinating repairs. This position focuses on optimizing shop productivity and ensuring customer satisfaction through effective communication and planning.

Responsibilities

• Develop daily and weekly workforce plans by factoring customer needs, estimated unscheduled repairs, available parts, technician skill sets and work hours to maximize customer service and productivity.
• Communicate with customers as needed for maintenance updates including changes to schedule or work, billing concerns, or to resolve service issues.
• Assure that all Penske Rental units are maintained and prepared for customers.
• Ensure parts are available for scheduled work.
• Hold vendors accountable for quality and adherence to schedule for outside work.
• Provide customer service, assuring customers are satisfied and will return for additional business.
• Maintain shop productivity by optimizing the work plan.
• Coordinate with district billing clerks as necessary.
• Other projects and tasks as assigned by supervisor.

Requirements

• 2 years of customer service experience required
• At least 1 year of hands-on mechanical experience required
• 2 years of supervisory experience preferred
• At least 2 years of service department administration preferred
• High School diploma or equivalent required
• Associates Degree, Technical School Degree, or Bachelors Degree preferred
• ASE certification preferred
• Prior experience with service scheduling programs and diagnostic programs preferred
• Ability to understand and comply with specific instructions, guidelines, rules, regulations, or other information established by Penske management
• Ability to perform all work adhering to DOT, OSHA, and all Penske safety and maintenance policies.

Nice-to-haves

• Experience with service scheduling programs
• Diagnostic programs knowledge
• ASE certification