Customer Care Coordinator

Position Summary:

Penske’s Customer Care team is responsible for responding to internal and external customer requests regarding billing, contracts and other aspects of our customers’ administrative relationship with Penske. Coordinators assist with evaluating contract language and requirements, ensuring proper revenue capture through accurate billing and assisting with revenue enhancement projects such as our CPI and market labor survey processes.

Major Responsibilities:

• Resolve unstructured internal and external inquiries related to invoices, contracts and various services provided by Penske by utilizing over a dozen different Penske systems
• Research, calculate and apply adjustments to customer accounts as needed
• Identify trends in inquiries and propose long-term fixes to better service our customers
• Provide excellent customer service
• Other projects and tasks as assigned.

Qualifications:

• Bachelor's Degree preferred. If no degree, equivalent work experience is required.
• Master's Degree preferred. If no degree, equivalent work experience is required.
• Minimum 2 years of experience interacting with customers and resolving complex issues
• Strong customer service skills
• Strong computer skills in Microsoft Office
• Working knowledge of Penske systems preferred (AS400, SalesForce, etc.)
• Ability to learn a broad set of processes
• Apply knowledge to proactively solve problems
• Identify trends in data and inquiries to recommend proactive solutions to management
• Strong organizational skills; ability to manage multiple projects
• Excellent written and oral communication skills
• Self-starter, motivated, can-do attitude
• Willingness to take on additional/evolving responsibilities
• Regular, predictable, full attendance is an essential function of the job
• 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.
• 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