Department: Service

Functions: Responsible for assisting with all administrative duties in the service department, as well as providing a positive and welcoming experience for the customer.

Relationships: Reports to Service Manager and Assistant Service Manager. Will work in cooperation with Service Advisors and other Service Department personnel.  

Responsibility and Authority:

Service Administrator Duties

• Assist Service Advisors with booking appointments, status calls, and estimates. 
• Call in claims to extended warranty or fleet companies to receive approval and payment.
• Maintain communication with service and parts personnel.
• Review all schedules for extended service contract claims, receivables, and sublets.
• Participate in monthly meetings with Service Technicians and Service Advisors.  
• Process Mechanic Liens for abandoned vehicles and acquire titles. 
• Review “bad debt” with the accounting department monthly.
• Review the “holding accounting” with the accounting department at the end of each month.
• Maintain inventory and prepare orders for office supplies for the service department.
• Assist with general service department workflow and processes to maximize customer satisfaction, productivity, and gross profit.
• Assist in shuttle driving and scheduling when needed.
• Any other tasks deemed necessary per Management.  

Loaner Coordinator Duties

• Prepare and handle documents/paperwork pertaining to rental/loaner agreements. 
• Verify the driver’s license and insurance documentation. 
• Ensure all loaner agreement documents are filled out properly and signed. 
• Assist sales, F&I, and parts with stock numbers and VIN numbers. 
• Participate in audits as required. 
• Manage fleet of DRAC Loaner Vehicles and be responsible for knowing where all vehicles are, at all times. 
• Maintain the loaner time and mileage log.
• Handle insurance claims for DRAC vehicles. 
• Inspect vehicles for damage. 
• Monitor and review Loaner Logs daily. 
• Verify if Kelley Automotive can be reimbursed for the vehicle and attach the loaner agreement to the repair order as well as add a line to the repair order in the DMS.
• Any other tasks deemed necessary per Management. 

Cashiering Duties

• Receive cash, check and credit card payments from customers, record the amount received, and provide appropriate change, if any.
• Compute or recompute the customer’s bill utilizing the DMS. 
• Explain charges in a courteous and knowledgeable manner. 
• Issue receipts and paperwork to customers. 
• Ascertain and record totals shown on the cash register and verify against cash on hand. 
• Balance all cash, check, and credit card payments against the repair orders closed that day. Document any variances and send all documents to the accounting department each day.
• Scan all final closed repair orders into the DMS.
• Participate in frequent “scan audits” performed by the accounting department and assist with locating or reprinting missing repair orders.
• Maintain the repair order filing system and work with the accounting audit team to determine when repair orders may be shredded.
• Assist with scanning repair orders from the Decatur campus and assist with their scan audit.
• Handle customer complaints with compassion, integrity, poise, and patience. Refer the customer to the appropriate individual to resolve the problem. 
• Work in the DMS to book repair orders to match estimates, verify technician’s stories, and print off customer invoices. 
• Assist Service Advisors with phone calls, paperwork, and any other duties deemed necessary per Management. 
• Communicate with customers to let them know their vehicle is finished. 
• Prepare paperwork for customers and file appropriately with keys by the customer’s last name or business name. 
• Give cash refunds or issue credit for service errors or returned merchandise.
• Assist customers in locating their vehicle. 
• Any other tasks deemed necessary per Management. 

Our company may provide reasonable accommodation required under the law to enable individuals with disabilities to perform the essential functions of the job.

Qualifications:

High School diploma or the equivalent. Ability to read and comprehend instructions and information. Sales and supervisory experience preferred but not required. One year of experience operating a computer and a cash register. Professional personal appearance and good customer service skills. Must work well with others and with customers. Valid driver’s license and good driving record. 

Relations with Co-Workers:

Kelley Automotive maintains a work environment that is free from discrimination, retaliation and harassment, and all employees must support those ideals in their interactions with their co-workers, customers and vendors. The specific policies are set forth in the Kelley Team Member Handbook.

Working Conditions:

Will spend time at a desk in an office setting. Will spend a great deal of time doing paperwork. Will spend some time outdoors as needed to ensure that the customer gets into their vehicle. May be required to walk customers to their vehicle or bring the vehicle to the customer. Will work on a computer. Will have personal interaction with sales staff, service technicians, service manager, car porters and customers. Will be exposed to noise, dust, fumes and other hazardous or nonhazardous materials. 

NOTE: 

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.  

WE ARE AN EQUAL OPPORTUNITY EMPLOYER