Supervisor - 24/7 Roadside Assistance Contact Center

Supervisor - 24/7 Roadside Assistance Contact Center (Job Number: 2210423 )

Position Summary:

24/7 Roadside Assistance is a core service offering for Penske's contract and rental customers. A Penske 24/7 Roadside Assist Supervisor will provide real time operational leadership in a highly visible call center environment

Major Responsibilities:

• Ensure the operational staffing requirements are met; provide oversight, leadership, and hands on support when required
• Provide appropriate oversight and coaching to emerging productivity and quality concerns
• Associate engagement to address training and development needs
• Provide follow up to internal and external customer concerns upon request
• Lead and participate in projects designed to enhance the customer experience
• Conduct associate check-ins and annual performance reviews
• Provide problem solving techniques to emerging operational challenges
• Other projects as assigned by the Director of 24/7 Roadside Assist
• At least 3 years of customer service experience required
• Prior diesel mechanical experience, dispatch, and/or other trucking industry experience is preferred
• Positive attitude, analytical skills and problems solving skills an asset
• Ability to develop a team, strong customer service skills, strong communication skills, organizational skills are required
• Supervisory experience preferred
• High School diploma/GED required, technical school diploma/certification or Bachelor's degree preferred
• Strong written/oral communication and organizational skills are required
• Proficient in the use of Microsoft Outlook, Word, Excel, Access, Powerpoint, and AS/400
• 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.

About Penske Truck Leasing

Penske Truck Leasing Co., L.P., headquartered in Reading, Pennsylvania, is a partnership of Penske Corporation, Penske Automotive Group and Mitsui & Co., Ltd. A leading global transportation services provider, Penske operates a premier fleet of vehicles and serves its customers from locations in North America, South America, Europe, Australia, and Asia. Penske’s product lines include full-service truck leasing, contract maintenance, commercial and consumer truck rentals, used truck sales, transportation and warehousing management and supply chain management solutions. Visit www.GoPenske.com to learn more.

Work Locations :

100 Kachel Boulevard 100 Kachel Boulevard

Reading, PA 19607

Primary Location : United States-Pennsylvania-Reading

Job : Other Corporate

Penske Oracle Job (US & CA only do not edit): : PTL.OTR Supervisor

Req ID: 2210423