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 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

Job Category: Other Corporate

Job Function: Administrative Support

Job Family: General Administration

Address: 100 Kachel Boulevard

Primary Location: US-PA-Reading

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

Req ID: 2404864