Service Experience Coordinator

Job Description

Job Description

Ourisman, Trusted Tradition

Here's to those who think differently. The ones who think that a car dealership's first priority should be the guest. Such a candid idea could only come from Ourisman. Because we're forward thinking, just like the communities we serve. Individuals who won't be constrained by how things "have always been done", but instead strive to do things "how they could be done" and "how they should be done." It is a philosophy we have infused into every fabric of our dealerships, from the bottom up, in every department, and in every Ourisman team member. Changing the way we all think about car buying is just the beginning.

Role Summary

Ourisman Automotive Group is seeking a motivated and customer-focused Service Experience Coordinator to join our team. The Service Experience Coordinator is responsible for creating a welcoming and efficient service experience by serving as a key point of contact for customers, coordinating service lane activities, managing the dealership's loaner vehicle program, supporting customer satisfaction initiatives, and assisting with day-to-day service department operations.

More about the role

• Greet customers promptly upon arrival and ensure they are welcomed and directed to the appropriate service team member.
• Support Audi customer experience initiatives, including "Met at Vehicle" and other CSI-related performance objectives.
• Manage customer flow within the service lane to promote an efficient check-in process and positive customer experience.
• Conduct customer follow-up communications to support CSI goals and identify opportunities for service recovery.
• Manage all aspects of the dealership's loaner vehicle program, including customer agreements, vehicle assignments, availability and mileage tracking, vehicle returns, and documentation compliance.
• Coordinate the preparation and readiness of loaner vehicles and communicate with service personnel regarding vehicle availability.
• Monitor loaner utilization and communicate overdue or extended-use situations to management.
• Support service appointment scheduling and assist with incoming customer calls as needed.
• Coordinate valet service activities, including scheduling, communication, and vehicle movement.
• Scan, file, and maintain repair orders and service department documentation.
• Maintain a professional, organized, and welcoming customer reception area.
• Communicate effectively with service advisors, technicians, management, porters, and customers to support efficient daily operations.
• Assist with additional customer experience and administrative functions as assigned.

What we look for

• Strong customer service, communication, and interpersonal skills.
• Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
• Ability to handle customer concerns professionally and effectively.
• Proficiency with basic computer systems and willingness to learn dealership software applications.
• Attention to detail when managing customer documents, loaner records, and repair order documentation.
• Valid driver's license with an acceptable driving record.
• Previous automotive dealership experience preferred but not required.
• Experience in hospitality, customer service, retail operations, or luxury service environments is a plus.

Benefits

• Health, dental, and vision insurance
• Life insurance options
• Short-term and Long-term disability insurance
• 401(k) plan with company match
• Paid time off and holiday leave
• Opportunities for professional development and growth

Ourisman Automotive Group is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Should you require accommodation during the interview process, please advise the hiring manager when contacted for an interview.