Service Loaner & Customer Experience Specialist - Bill Jacobs Volkswagen

Service Loaner & Customer Experience Specialist

At Bill Jacobs Volkswagen, our customers deserve efficient, caring, and attentive service. As a Service Loaner & Customer Experience Specialist, you will be the first point of contact in the service department—managing the loaner fleet, assisting customers with their transportation needs, and ensuring every visit begins with a positive impression. This role blends customer service, administrative support, and vehicle readiness while offering a clear path to future advancement into Service Advisor opportunities.

________________________________________

What You'll Be Doing

Customer Service & Loaner Administration

• Greet and assist service customers with professionalism and care.
• Verify eligibility, process agreements, and ensure compliance with insurance and dealership policies.
• Manage loaner vehicle check-outs, returns, billing, and follow-ups.
• Provide prompt, accurate responses to customer inquiries by phone, email, and in person.

Loaner Vehicle Fleet Management

• Prepare, rotate, and track all loaner vehicles to ensure they are clean, fueled, and ready.
• Inspect vehicles on return, document condition, and initiate repair orders if needed.
• Coordinate repairs, recalls, claims, and routine maintenance.
• Maintain logs for mileage, condition, fuel usage, and key security.

Administrative & Department Support

• Distribute communications, monitor warranty claims, and maintain accurate records.
• Assist with cash clearing tasks, reporting, and monthly reconciliations.
• Support Service Advisors and Managers by expediting appointments and preparing paperwork.
• Run CSI reports and assist with transportation coordination as needed.

Collaboration & Culture

• Work closely with Service Managers, Used Car Managers, Advisors, and Technicians.
• Promote teamwork, professionalism, and a customer-first culture across the dealership.

________________________________________

What's in it for YOU?

• Competitive pay with career advancement opportunities.
• Comprehensive benefits including medical, dental, vision, life, and supplemental insurance.
• 401(k) with company contribution, generous PTO, and employee discounts.
• Tuition reimbursement and ongoing training opportunities.
• A supportive team environment where your growth—both personal and professional—matters.
• Free On-Site Health Coach: Work one-on-one with a certified health coach at no cost to support your wellness goals. Get personalized guidance on nutrition, fitness, and stress management to help you feel your best.
• On-Site Physician Assistant: Access convenient, on-site care for minor health concerns and preventative services during your workday. Save time and get the support you need without leaving the office.

About the company

The Bill Jacobs organization has grown into one of the most respected businesses in the Midwest. Today we have five new car franchise locations offering new models from BMW, MINI, Volkswagen, Jaguar, and Land Rover in Naperville and Hinsdale, Illinois. Current Automotive is our pre-owned electric vehicle dealership, located in Hinsdale. At Bill Jacobs, the cars bring you in and the experience brings you back.

Our employees are the driving force behind the success of the Bill Jacobs organization - one of Illinois' leading providers of luxury automotive products and extraordinary customer service.

Core Values

R - Respect

We believe in taking accountability for our words, actions, and results.

I - Integrity

We believe in honesty, transparency, and doing the right thing.

S - Social Responsibility

We believe in positive community involvement and a commitment to the greater good.

E - Excellence

We believe in raising the bar and challenging expectations to achieve a culture of continuous improvement.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Requirements

What We're Looking For

Must-haves:

• 2+ years' experience in automotive service, rental fleet, or customer service environment preferred.
• Prior administrative or service advisor support experience strongly preferred.
• Detail-oriented with a polished, professional appearance.
• Enthusiastic and customer-focused mindset.
• Valid driver's license and insurability.