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
