Service Concierge & Loaner Vehicle Coordinator

Servco Pacific Inc; Northern (KY); Hybrid; USD 48,712,000 - 63,039,000; Full time

Job summary

Servco Pacific Inc. is seeking a Service Desk/Clerk to greet customers in the service drive, confirm servicing needs, collect basic information, and manage communications.

The role includes handling loaner vehicles, coordination with technicians, and processing orders, with emphasis on accuracy and customer service. The position requires a high school diploma or equivalent, 1+ year clerical experience, strong communication skills, and a valid driver’s license.

Qualifications

• High school graduate or equivalent
• 1+ year general clerical experience including customer service, data entry and cashiering
• Strong communication and customer relations skills
• Valid driver's license and clean driving record
• General automotive knowledge preferred
• Proficient with Microsoft Word and Excel
• Dealer management system knowledge preferred
• Ability to operate manual shift transmission
• Customer savvy and customer focused
• Team player, detail oriented, and able to multi-task

Responsibilities

• Acknowledge customer and greet them in the service drive
• Confirm appointment and servicing need
• Obtain & confirm basic information from customer (copy of DL, mileage, customer contact information, etc.)
• Follow up with customers in the waiting area
• Greet customers coming in to pick up their vehicles and early drop off for the next morning
• Review customer satisfaction surveys
• Receive complaints via phone or in person and solves minor problems and/or refer major complaints to service manager
• Answer phones, take and relay messages
• Follow-up with customer via service reminder
• Prepare loaner agreement for service loaner vehicles
• Check to ensure customer has a valid driver’s license and insurance and make copies for file at time of pickup of loaner
• Track in/out dates, mileage, condition of loaner vehicle
• Ensure loaner vehicle items such as wheel locks, manual, mats, keys are accounted for and properly stored and marked
• Ensure loaner vehicles are gassed and maintain fuel log sheet (for each individual loaner vehicle)
• Record and secure lost and found items and notify customers of lost and found items and arrange pick-up
• Perform walk around with customers to note damages before release and upon return of loaner vehicle
• Document any loaner vehicle damages
• Follow up with customer and/or insurance company on payment
• Ensure loaner vehicles are cleaned
• Assist with rental car usage as needed
• Prepare daily loaner vehicle report
• Ensure all items accounted for upon receiving from customer
• Review technician comments on repair order and collect warranty photos, parts and/or documentation as needed
• Properly book and proof repair orders for accuracy and close
• Transfer information from the repair order to the appropriate accounts billing
• Accurately code warranty repairs using manufacturer's labor time guide
• Correct and resubmit return claims in a timely manner
• Reconcile warranty reports
• Ensure authorizations are obtained for service contracts and prior authorization
• Ensure proper documentation made for each claim
• Ensure applicable charges are posted
• Timely submit warranty claims
• Pack and ship radios to vendor
• Order replacement radios
• Monitors status of radios (advise when received, appointment and installation)
• Print pre-work orders
• Collate with other paperwork and tags
• Check history of recall campaigns
• Organize repair orders by customer name and license plate information
• Print VIN Inquiries and attach to pre-work orders
• Give parts copy of pre-work order for Parts pre-pull
• Open repair orders
• Give repair orders to Dispatcher
• Performs active delivery as back up when Service Consultant is unavailable
• Perform dispatching duties in the absence of Asst Service Manager or Service Manager
• Prepare and submit Krex claims and monitor status of Krex payment

Skills

Customer service

Data entry

Cashiering

Communication

Team player

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Job description

Servco Pacific Inc. is seeking a Service Desk/Clerk to greet customers in the service drive, confirm servicing needs, collect basic information, and manage communications.

The role includes handling loaner vehicles, coordination with technicians, and processing orders, with emphasis on accuracy and customer service. The position requires a high school diploma or equivalent, 1+ year clerical experience, strong communication skills, and a valid driver’s license.