Loaner Coordinator

Hendrick Automotive Group•Charlotte, NC

4d•Onsite

About The Position

The Loaner Coordinator manages the dealership’s loaner vehicle fleet and issues loaner vehicles to customers. The role handles customer drop-off and pick-up, explains loaner policies, completes required paperwork and approvals, and maintains accurate customer, vehicle, and agreement records. The coordinator tracks fleet availability and turnover, ensures vehicles are clean and operable, and arranges repairs and scheduled maintenance. The position also involves customer service, daily reporting, accurate timekeeping, required training, and compliance with company policies and safety rules. The work is generally performed in the dealership service area, both indoors and outdoors, and includes frequent movement in and out of vehicles. The employee regularly interacts with customers and dealership personnel. Scheduled shifts may include evenings, weekends, and holidays. The position has no direct supervisory responsibilities.

Requirements

High school diploma.
Up to 3 years of desired work experience; previous customer service experience is desired.
Valid driver’s license.
Ability to demonstrate the basic operation and features of loaner vehicles.
Excellent interpersonal, communication, and organizational skills.
Intermediate skills with Microsoft Office products and ability to learn the dealership management system and web-based operational applications.
Ability to understand and follow instructions and communicate effectively with customers and company personnel.
Ability to read and comprehend instructions, correspondence, and memos, and present information effectively in one-on-one and small-group situations.
Ability to add, subtract, multiply, and divide.
Ability to use common-sense understanding to carry out instructions and handle standardized situations.
Regular and predictable attendance; scheduled shifts may include evenings, weekends, and holidays.
Ability to perform the essential duties, with reasonable accommodations available for individuals with medical conditions.

Nice To Haves

Previous customer service experience.

Responsibilities

Manage the administration of loaner vehicles and the flow of the loaner fleet.
Complete loaner paperwork, explain policies and procedures, and obtain required customer approvals.
Locate loaner cars for clients and assist customers with vehicle drop-off and pick-up.
Enter vehicle, license, and insurance information into the computer and create loan agreements.
Prepare loan car reports and track vehicle locations and turnover time daily.
Update the client database as needed.
Contact vendors, such as Enterprise, when additional loaner cars are needed.
Check in returned vehicles, inspect for damage, record mileage, and close agreements.
Arrange repairs for damaged or malfunctioning vehicles and schedule maintenance at required mileage intervals.
Ensure loaner vehicles are clean and operable before delivery to customers.
When needed, meet and greet service customers promptly and courteously.
Maintain customer satisfaction at or above company standards and keep the work area organized, clean, and safe.
Participate in required training and accurately record all hours worked in the company timekeeping system.
Follow safeguards, company policies and procedures, and applicable safety rules and regulations.
Demonstrate the company’s Core Values and perform other duties as assigned.