LOANER COORDINATOR

Hendrick Automotive Group; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

BMW of Southpoint is seeking a Loaner Administrator to manage the loaner vehicle process and related documentation. You will coordinate loaner vehicle assignments, ensure policies are followed, and assist customers with drop-off and pickup in a courteous, professional manner.

The role requires customer service experience, basic operation of loaner vehicles, and strong organizational skills. Proficiency with Microsoft Office and a Dealership Management System is expected, with regular attendance

Qualifications

• Previous customer service experience desired.
• Ability to demonstrate basic operation and features of the loaner vehicle.
• Excellent interpersonal, communication, and organizational skills are required.

Responsibilities

• Manage the administration of loaner vehicles to customers.
• Manage the flow of our loaner fleet.
• Completes all necessary paperwork, explains loaner policies and procedures, and obtains all appropriate customers approvals.
• Locates loan cars for clients.
• Assist customers with vehicle drop-off and pick-up.
• Enters loan car data, license, and insurance information into the computer and creates contract, or loan car agreement with all required information.
• Prepares loan car reports and tracks whereabouts and turnover time on loan car vehicles every day.
• Updates client data base as needed.
• Contacts vendors, e.g. Enterprise when short of cars to loan.
• Checks-in returned cars, inspecting for damage and securing mileage and closes agreement.
• Arranges for repairs of damaged or malfunctioning cars.
• Monitors mileage and arranges maintenance of loan car vehicles at required mileage intervals.
• Ensures that cars are clean and operable before delivery to client.
• If needed, assist with meeting and greeting service customers promptly in a professional and courteous manner
• Maintains CSI at or above Company standards
• Maintains an organized, clean and safe work area
• Participates in required training
• Records all hours worked accurately in company timekeeping system
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values
• Complies with Company policies and procedures
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned

Skills

Customer service

Microsoft Office

Communication

Attendance

Education

GED

High School Diploma

Associate Degree

Bachelor Degree

Master Degree

Doctorate Degree

Tools

Dealership Management System

Microsoft Office

Job description

BMW of Southpoint

Location: 225 Kentington Drive, Durham, North Carolina 27713

Summary:

Responsible for issuing loaner vehicles to customers and ensuring that all loaner documentation is completed.

Supervisory Responsibilities:

This job has no direct supervisory responsibilities.

Essential Duties and Responsibilities

include the following:

• Manage the administration of loaner vehicles to customers.
• Manage the flow of our loaner fleet.
• Completes all necessary paperwork, explains loaner policies and procedures, and obtains all appropriate customers approvals.
• Locates loan cars for clients.
• Assist customers with vehicle drop-off and pick-up.
• Enters loan car data, license, and insurance information into the computer and creates contract, or loan car agreement with all required information.
• Prepares loan car reports and tracks whereabouts and turnover time on loan car vehicles every day.
• Updates client data base as needed.
• Contacts vendors, e.g. “Enterprise” when short of cars to loan.
• Checks-in returned cars, inspecting for damage and securing mileage and closes agreement.
• Arranges for repairs of damaged or malfunctioning cars.
• Monitors mileage and arranges maintenance of loan car vehicles at required mileage intervals.
• Ensures that cars are clean and operable before delivery to client.
• If needed, assist with meeting and greeting service customers promptly in a professional and courteous manner
• Maintains CSI at or above Company standards
• Maintains an organized, clean and safe work area
• Participates in required training
• Records all hours worked accurately in company timekeeping system
• Follows Safeguards rules and regulations.
• Demonstrates the Company’s Core Values
• Complies with Company policies and procedures
• Observes all Federal, State, Local and Company safety rules and regulations in the performance of duties.
• Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with medical conditions to perform the essential functions.

Desired Education:

• GED
• High School Diploma
• Associate Degree
• Bachelor Degree
• Master Degree
• Doctorate Degree

Field of Study/Work Experience:

• Accounting
• Automotive
• Business
• Human Resources
• Information Technology

Desired Work Experience:

• up to 3 years
• 3-5 years
• 5+ years

Education/Experience:

Previous customer service experience desired. Ability to demonstrate basic operation and features of the loaner vehicle. Excellent interpersonal, communication, and organizational skills are required.

Certificates and Licenses:

• Valid Driver’s License
• Automobile Salesperson License

Computer Skills:

Intermediate skills with Microsoft Office Products. Ability to learn Dealership Management System and web based applications utilized for operations.

Communication Skills:

Ability to understand and follow instructions. Ability to communicate effectively with customers and company personnel.

Attendance Expectations:

The position requires regular and predictable attendance. Scheduled shifts may include evening hours, weekends, and holidays.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; and sit. May be exposed to load noise, vibration, exhaust fumes, and other service repair conditions.

Environment Demands:

Duties are generally performed in the service area, indoors and outdoors. Frequently interacts with customers, service managers, service technicians, and employees from various departments in the dealership. Work includes frequent movement in and out of cars.

Verbal and Writing Ability:

Ability to read and comprehend instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers and other employee.

Math Ability:

Ability to add, subtract, multiply and divide.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions. Ability to deal with standardized situations.

Core Values:

Servant Leadership

Servant Leaders consciously put the needs of others before their own, because to serve people is to value them.

Teamwork through Trust & Respect

Diversity is strength, and when we trust and respect one another we can work as a team to achieve at a high level.

Integrity

Being honest and transparent with people, in an effort to do the right thing within the letter and spirit of the law, drives every action we take and every decision we make.

Commitment to Customer Enthusiasm

Every day we recommit ourselves to the customer experience, and we are empowered to exceed the expectations of our customers.

Passion for Winning

Hendrick’s tradition of winning is based on the idea of striving to be the best, not the biggest, and is therefore defined by how we treat our people.

Accountability at All Levels

Taking ownership of our actions and our decisions allows us to grow as individuals, and support each other as a team.

Commitment to Continuous Improvement

Every day we soften our hearts as well as our egos, in order to seek out and improve upon areas of opportunity within ourselves and our team.

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor. This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf.