_WHEN "ALEX" CALLS_
This is the Department I send Alex to when they called to find out how to get a job driving for Penske.
What is the Driver Recruitment Center?
The caller said "I need to check on the status of my truck." so I did this.
What is "connect to local service"?
This person handles the -10's rental operations at a specific rental facility.
What is a Branch Rental Manager (BRM)?
When an NRA calls and wants to file a complaint. I reach out to this person, who coordinates their account and is not a tattletale.
What is the National Rental Accounts Coordinator or NRAC.
This Help Desk works with The Home Depot Agents.
What is The Home Depot Help Desk?
Alex called about their Self-Storage business becoming a Penske Agent Location. I warm transferred the call to the person with this title at this type of Penske Facility.
Who is the CDM at the nearest District Location?
When the caller says "I got this bill from you for $22.56 cents, but I haven't rented from you for months, and it does not say what I'm being charged for." there's a good chance I am going to end up doing this.
What is "Connect to Citations"?
This person oversees rental operations for rental locations in a specific, somewhat local, geographical region.
What is a District Rental Manager (DRM)?
When a local commercial customer calls and wants to talk to the manager about their rental experience, I direct them here.
What is The -10 Branch or District they rented from, or that Oversees where they rented from?
I work for Penske, so when I need a moving truck for my personal use I call 800-462-6310 which sends me to this department.
What is Employee Rentals?
Ending the call right away and cold transferring Alex to this team was the right thing to do as soon as I heard them say, "I'm going to sue Roger Penske."
What is the Legal Department?
If a Local Commercial Customer says: "I need to talk to someone who can absolutely guarantee a 16ft ramp truck next week." I know it's best these two things.
What is "Book it and collect a credit card to guarantee."?
This person works with third-party businesses to establish them as licensed agents of Penske.
What is a Consumer Development Manager (CDM)?
I got nervous when this caller from BIGGESTBIGNEWS.COM wanted to speak to Roger Penske about his opinion regarding some nationwide protests. The caller asked for my opinion too! I made no comment and I sent them to one of these three experts. I guess that's not really an escalations call after all. I'm glad I knew how to handle it.
Who are Randy Ryerson (610-775-6408) / Alen Beljin (610-775-6364) / Kim Harmsen (610-796-4369)?
Sure, you can use The Work Number to get information about your employment history with Penske or I can transfer you to this department.
What is Payroll (Employee Verification 800-634-6823)?
I cold transferred Alex as quickly as I could when I heard "Parle vous Francais?". They will be able to take care of him there.
What is 2704-10 Montreal, Quebec?
Household vs Commercial: "I don't have a business but... which one is cheaper?"
What is "warm transfer to the Household Department."
During a turndown assuming we are unable to reach anyone else, this person is the last one we will attempt to contact.
Who is the Area Rental Manager?
"Your driver ran over my mailbox!" After I let them know I was sorry that this happened to them and I sent them to this department for handling.
What is Risk Management?
This team answers the phone when the customer responds to the phone prompt, "Para español, oprima el numero siete (7).".
What is the Spanish Speaking Bilingual Team?
Alex's call needed special handling and discretion because they were going through a difficult separation and needed to rent a truck without their partner knowing. I transferred them to the phone number for this.
What is "Domestic Situations at 800-282-5310"?
"I have been in business for 20 years, and have 15 of my own trucks running between my facilities in New York, Philly, and Chicago. Can I get trucks long-term from you? I need contract maintenance!"
What is "connect with Lease Sales"?
If there is no Penske 1 Supervisor available, and there is an escalated call asking to speak with someone in charge, this person is the go-to.
Who is The Floor lead?
The call started with the caller telling me "Your driver is driving CRAZY!" and after gathering some details, I ended up advising them to do this, since they had not done it already.
What is "Call The Police"?
The third-party company to direct the caller to when they want to hire a driver, or extra hands to help with their move.
What is Simple Moving Labor or SML?