Rental Coordinator

Graff Chevrolet of Bay City•Bangor Township, MI

About The Position

We are seeking a highly organized, customer-focused professional to support the daily operations of the service department through warranty administration, customer scheduling, rental fleet management, and general office support. The role requires attention to detail, effective communication with customers and team members, comfort working in a fast-paced environment, and a commitment to delivering an exceptional customer experience. The position handles customer calls and service appointments, documents customer concerns, provides information about services and vehicle status, and follows up after service visits. It also processes warranty repair orders and claims, monitors claims through payment, maintains documentation, and coordinates with technicians, service advisors, and management. Rental responsibilities include scheduling vehicles, completing check-in and check-out procedures, inspecting vehicles, monitoring fleet readiness, and maintaining rental records. Administrative duties include maintaining filing systems, organizing departmental paperwork, updating dealership and OEM systems, assisting with reports and audits, and supporting service department staff. The position reports to the Service Manager and is full-time. Compensation is based on experience and qualifications; benefits are available in accordance with company policy.

Requirements

Excellent customer service and communication skills.
Strong organizational and time-management abilities.
Ability to multitask and prioritize responsibilities in a fast-paced environment.
Proficiency with computer software, dealership management systems, and Microsoft Office applications.
Typing skills at or above average words-per-minute proficiency.
Strong attention to detail and accuracy.
Ability to learn and follow OEM warranty policies and procedures.
Professional demeanor when interacting with customers, technicians, vendors, and coworkers.
Ability to work independently and contribute as part of a team.
Ability to sit, stand, and move throughout the dealership during the workday.
Ability to use computers, telephones, and office equipment for extended periods.
Ability to occasionally lift and carry files or office supplies weighing up to 25 pounds.

Nice To Haves

Previous experience in a dealership service department, warranty administration, service scheduling, or rental coordination.
Familiarity with General Motors warranty systems and processes.
Experience with dealership management software such as CDK, Reynolds & Reynolds, Dealertrack, or similar platforms.
Understanding of automotive repair orders, labor operations, and service department workflows.

Responsibilities

Answer incoming phone calls professionally and courteously.
Schedule service appointments and accurately document customer concerns and requests.
Provide customers with information about services, vehicle status, rental availability, and dealership policies.
Conduct post-service follow-up calls, emails, or texts to check satisfaction and address concerns.
Maintain positive customer relationships and promote customer retention.
Create, process, submit, and close warranty repair orders in accordance with GM and dealership guidelines.
Review repair orders for accuracy, completeness, and compliance before claim submission.
Monitor warranty claims through payment and make corrections or resubmissions as needed until OEM payment is received.
Track outstanding warranty claims and maintain proper documentation.
Coordinate with technicians, advisors, and management to ensure proper coding, labor operations, and repair documentation.
Assist with internal repair orders and ensure accurate bookkeeping and record retention.
Schedule and coordinate customer rental vehicles.
Check rental vehicles in and out and obtain required customer information and documentation.
Inspect vehicles before and after rental use and document their condition.
Monitor rental vehicle availability, maintenance status, fuel levels, and cleanliness.
Maintain rental agreements, rental logs, and related records.
Address customer questions and concerns about rental vehicles.
Maintain accurate digital and physical filing systems.
Process and organize service, warranty, rental, and departmental paperwork.
Enter and update information in dealership management software and OEM systems.
Assist with reports, audits, and record-retention requirements.
Provide administrative support to service advisors, technicians, and managers.
Perform other clerical and administrative duties assigned by management.