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
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