Loaner / Cashier Administrator

Job Description

Job Description

Loaner / BDC / Cashier Administrator

Department: Service
Location: GMC Dealership

Position Summary

The Loaner / BDC / Cashier Administrator is a customer-facing support position within the Service Department responsible for coordinating the dealership’s loaner vehicle program, assisting with Business Development Center (BDC) activities, and handling service cashiering duties.

This role helps create a smooth customer experience from appointment scheduling through vehicle pickup. The ideal candidate is organized, professional, detail-oriented, comfortable handling multiple responsibilities, and able to communicate effectively with customers, service advisors, technicians, and management.

Key Responsibilities Loaner Vehicle Administration

• Manage the daily scheduling, assignment, checkout, and return of dealership loaner vehicles.

• Maintain accurate records of loaner vehicle availability and customer assignments.

• Prepare and complete all required loaner or rental agreements and supporting documentation.

• Verify customer driver’s license, insurance, contact information, and other required documentation before releasing a loaner vehicle.

• Conduct or document vehicle condition, mileage, fuel level, and cleanliness at checkout and return.

• Ensure returned loaner vehicles are inspected and processed promptly for the next customer.

• Coordinate cleaning, fueling, maintenance, and repairs for the loaner fleet as needed.

• Monitor loaner vehicles for outstanding maintenance, recalls, registration, insurance, or other required documentation.

• Communicate loaner availability and status with Service Advisors and management.

• Contact customers regarding overdue loaner vehicles or other loaner-related concerns.

• Help maintain dealership standards for cleanliness, presentation, and utilization of the loaner fleet.

• Escalate damage, accidents, excessive mileage, fuel discrepancies, or policy violations to management.

Service BDC Responsibilities

• Answer inbound service calls in a professional and timely manner.

• Schedule service appointments based on customer needs and dealership capacity.

• Make outbound calls, texts, or emails for appointment confirmations, reminders, declined services, maintenance follow-up, and other service campaigns.

• Assist customers with basic questions regarding appointments, service processes, loaner availability, and dealership procedures.

• Verify and update customer contact and vehicle information in dealership systems.

• Document customer communications accurately.

• Work closely with Service Advisors to ensure appointments are properly prepared and customer expectations are communicated.

• Assist in filling available service appointment capacity and reducing missed appointments.

• Support customer retention and follow-up initiatives.

• Maintain a courteous and professional tone in all customer communications.

Service Cashiering

• Process customer payments accurately for completed service repair orders.

• Accept and properly process cash, credit/debit card, check, and other approved payment methods.

• Review repair orders for required signatures and documentation before closing transactions.

• Explain customer balances and direct service-related questions to the appropriate Service Advisor when necessary.

• Close and finalize repair orders according to dealership procedures.

• Issue receipts and provide customers with completed paperwork.

• Maintain accurate cash drawer and transaction records.

• Balance the cash drawer and complete end-of-day cashier reports as required.

• Follow dealership procedures regarding deposits, refunds, discounts, and payment adjustments.

• Protect customer payment information and dealership financial information.

• Assist customers during the vehicle pickup process and help ensure a professional final impression.

Customer Service Expectations

• Greet customers promptly and professionally.

• Maintain a positive, helpful, and solution-oriented attitude.

• Communicate clearly with customers regarding loaner procedures, appointments, payments, and vehicle pickup.

• Handle customer concerns calmly and escalate issues appropriately.

• Help maintain strong customer satisfaction and dealership CSI performance.

• Maintain customer confidentiality and protect sensitive personal and financial information.

• Support a teamwork-focused environment within the Service Department.

Administrative Responsibilities

• Maintain accurate records in the dealership management system and other dealership software.

• Scan, file, and organize service, loaner, and cashier documentation.

• Assist Service Advisors and Service Management with administrative tasks as needed.

• Monitor email, voicemail, and internal communications throughout the day.

• Maintain organized work areas and customer-facing areas.

• Follow all dealership, GM, insurance, safety, and compliance procedures applicable to the position.

Qualifications

• High school diploma or equivalent required.

• Previous automotive dealership, service department, BDC, cashier, rental car, or customer service experience preferred.

• Strong customer service and communication skills.

• Excellent organizational and multitasking ability.

• Comfortable working in a fast-paced environment.

• Strong attention to detail and accuracy.

• Basic computer proficiency and ability to learn dealership software systems.

• Ability to handle cash and financial transactions accurately.

• Valid driver’s license and acceptable driving record may be required due to loaner vehicle responsibilities.

• Ability to maintain professionalism when handling difficult customer situations.

Key Performance Expectations

Performance in this position may be evaluated based on:

• Accuracy of loaner vehicle records and agreements.

• Loaner fleet utilization and timely vehicle turnaround.

• Accuracy of cashier transactions and daily balancing.

• Service appointment scheduling accuracy.

• Appointment confirmation and show rate.

• Customer response time.

• Customer satisfaction and CSI results.

• Accuracy of customer and vehicle information.

• Timely completion of assigned follow-up activities.

• Compliance with dealership policies and procedures.

• Teamwork and communication with Service Advisors and management.

Work Environment

This position operates primarily within the dealership Service Department and may require frequent interaction with customers, Service Advisors, technicians, management, and other dealership personnel. The employee may occasionally be required to walk the dealership lot, inspect loaner vehicles, or move vehicles as part of normal job duties.

Overall Goal

The primary goal of the Loaner / BDC / Cashier Administrator is to provide a seamless and professional customer experience while keeping the dealership’s loaner operation organized, supporting service appointment activity, and ensuring accurate and efficient customer checkout.