Customer Service Coordinator - Service Writer

Penske; Portland (OR); On-site; Full time

Job summary

An established industry player is seeking a Customer Service Coordinator to enhance customer satisfaction and manage service operations. This role involves scheduling preventative maintenance, coordinating repairs, and ensuring optimal shop productivity. The ideal candidate will possess strong customer service skills, mechanical experience, and the ability to manage workforce plans effectively. Join a dynamic team where your contributions will directly impact customer success and operational excellence. This position offers an opportunity to thrive in a collaborative environment focused on delivering top-notch service in the transportation sector.

Qualifications

• 2 years of customer service experience required.
• 1 year of hands-on mechanical experience required.

Responsibilities

• Develop daily and weekly workforce plans based on customer needs.
• Communicate with customers for maintenance updates and service issues.

Skills

Customer Service

Mechanical Skills

Supervisory Skills

Service Scheduling

Problem Solving

Education

High School Diploma or Equivalent

Associates Degree

Technical School Degree

Bachelors Degree

Tools

Service Scheduling Programs

Diagnostic Programs

Job description

Position Summary:

A Penske Customer Service Coordinator for our Portland branch is focused on working with customers to schedule preventative maintenance requests, coordinate outside repairs, plan and manage the shop work plan.

Major Responsibilities:

1. 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.
2. Communicate with customers as needed for maintenance updates including changes to schedule or work, billing concerns, or to resolve service issues.
3. Assure that all Penske Rental units are maintained and prepared for customers.
4. Ensure parts are available for scheduled work.
5. Hold vendors accountable for quality and adherence to schedule for outside work.
6. Provide customer service, assuring customers are satisfied and will return for additional business.
7. Maintain shop productivity by optimizing the work plan.
8. Coordinate with district billing clerks as necessary.
9. Other projects and tasks as assigned by supervisor.

Qualifications:

1. 2 years of customer service experience required.
2. At least 1 year of hands-on mechanical experience required.
3. 2 years of supervisory experience preferred.
4. At least 2 years of service department administration preferred.
5. High School diploma or equivalent required.
6. Associates Degree, Technical School Degree, or Bachelors Degree preferred.
7. ASE certification preferred.
8. Prior experience with service scheduling programs and diagnostic programs preferred.
9. The associate will be required to understand and comply with specific instructions, guidelines, rules, regulations, or other information established by Penske management.
10. The associate must be able to perform all work adhering to DOT, OSHA, and all Penske safety and maintenance policies; including but not limited to the correct selection and use of appropriate tools, PPE, machine guarding, and established best safety practice.
11. Regular, predictable, full attendance is an essential function of the job.
12. Willingness to travel as necessary, 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.

1. While performing the duties of this job, the associate will be required to move frequently, stand, walk, climb, bend, and sit for extended length of time throughout their scheduled working period.
2. The associate is required to use their hands on a routine and daily basis to grasp, reach, touch, handle, feel, and/or otherwise operate required tools or controls.
3. The associate must be able to work safely at heights using applicable ladders and elevated working platforms.
4. The associate must be able to safely work in all weather conditions.
5. Given the frequent movement of large trucks through the workplace, the associate must be able to see and hear in order to safely navigate the work environment.
6. The associate must be able to regularly lift and/or move up to 50lbs/23kg and occasionally lift and/or move up to 100lbs/45kg.

Salary: $27.50/hr + $3.00/hr Shift Differential When Applicable

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.

Job Category: Vehicle Maintenance Management/Supervisors

Job Family: Customer Experience

Address: 1 N.E. Columbia Blvd

Primary Location: US-OR-Portland

Employer: Penske Truck Leasing Co., L.P.

Req ID: 2502936