Service BDC Administrator - Warranty & Customer Care

Lithia & Driveway; Honolulu (HI); On-site; USD 19,000 - 32,000; Full time

Job summary

Lithia & Driveway in Honolulu, HI is seeking a Service BDC Administrator to schedule service appointments and greet clients. You will coordinate with Service Advisors, enter repair orders, process warranty claims, and maintain documentation; a valid driver's license and automotive/dealership experience are preferred.

The role requires open availability for evenings, weekends and holidays to support dealership operations and customer demand. Join a team that values service excellence and teamwork.

Qualifications

• Automotive or dealership experience required.
• Customer service experience is required.
• Warranty claims experience preferred.

Responsibilities

• Schedules appointments for service via telephone, e-mail and in person.
• Welcome clients when they arrive in the Service Area.
• Determine the nature of visit and escort the client to the appropriate department/area.
• Inform and introduce the client to the Advisor and explain the nature of the visit.
• Maintain a consistent level of communication with Service Advisors to coordinate availability.
• Provide information to appropriate store personnel regarding client needs and expectations to help ensure the entire team is prepared to provide the highest level of service to the client.
• Provide administrative support to the staff when necessary.
• Prepare warranty repair orders with accuracy, legibility and compliance to the manufacturers warranty policies and procedures as outlined in appropriate manufacturers Warranty Policy and Procedure Manuals.
• Process warranty claims in a timely manner.
• Return improperly completed repair orders to the person originating the document for correction and/or completion as necessary.
• Determine and enter the applicable labor operation codes, failure codes, and/or other required administrative data on the repair orders.
• Book the appropriate technicians for the hours earned on the operations performed.
• Up-flag and back-flag as appropriate, informing the technician and department management of adjustments as they occur.
• Check each repair order against the vehicles' service history to avoid processing duplicate claims or submitting claims for shop comebacks.
• Review and process returned/rejected/adjusted warranty claims, track each claim until its final resolution.
• Contact the appropriate warranty claims representative regarding any claims requiring additional authorization or for claims requiring special assistance.
• Maintain a record of all claims submitted, returned/rejected, or paid and their current status.
• Become familiar with and administer the manufacturers and after-market warranty company policies and procedures.
• Establish and maintain positive and productive relationships with the manufacturer's representatives and the representative of any approved aftermarket company with which the dealership conducts business.
• Responsible for preparing loaner agreements as well as monitoring the loaner fleet for maintenance.
• Responsible for monitoring EZ-pass violations and damage to vehicles.
• Work with sales managers on when to remove vehicles from the fleet and entering new units to fleet.

Skills

Automotive Experience

Customer service

Warranty claims

Education

High School diploma or equivalent

Job description

Lithia & Driveway in Honolulu, HI is seeking a Service BDC Administrator to schedule service appointments and greet clients. You will coordinate with Service Advisors, enter repair orders, process warranty claims, and maintain documentation; a valid driver's license and automotive/dealership experience are preferred.

The role requires open availability for evenings, weekends and holidays to support dealership operations and customer demand. Join a team that values service excellence and teamwork.