Mobile Service Coordinator - Ford

Bob Moore Auto Group•Oklahoma City, OK

About The Position

The Mobile Service Coordinator supports the dealership’s Ford mobile service operations by coordinating customer communication, repair orders, technician schedules and routes, parts, estimates, payments, and vehicle delivery. The coordinator works closely with mobile service technicians and dealership management to help ensure repairs are properly documented, completed as requested, and delivered with a positive customer experience. The role includes infrequent travel within or outside the area.

Requirements

High school diploma or GED equivalent.
Valid driver’s license without restrictions that affect operation of company-owned vehicles, and ability to maintain a clean driving record.
Good interpersonal, time-management, and organizational skills.
Ability to identify and achieve targeted goals.
Excellent written and verbal communication skills, including ability to understand verbal and written instructions and warning labels.
Ability to work effectively with a range of individuals and prioritize multiple jobs.
Ability to communicate clearly with customers and coworkers to support an excellent customer experience.
Ability to work independently and/or as part of a team.
Ability to respond effectively to inbound and outbound telephone calls.
Ability to set a positive example through servant-leadership behaviors.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 25 pounds and occasionally lifting up to 50 pounds with proper assistance.
Ability to pass a drug/alcohol urinalysis and drive a vehicle.

Nice To Haves

Previous sales experience.

Responsibilities

Call customers to build and grow the Mobile Service Business.
Maintain the Customer Satisfaction Index (CSI) rating set by the service manager and meet the performance standard for hours per customer repair order written.
Communicate with customers to determine the nature of mechanical problems and collect accurate customer and vehicle information.
Advise customers on vehicle care and maintenance in accordance with manufacturer specifications.
Create efficient daily routes for Mobile Service Technicians and notify them of incoming work on a daily and weekly basis.
Clearly document repair instructions, including the primary reason for the visit, and ensure repair orders are legible and comply with OEM standards and procedures.
Provide labor and parts estimates, obtain customer approval for costs, establish payment methods, and obtain credit approval when necessary.
Obtain the customer’s signature on the repair order and provide the customer with a copy.
Follow up on repair order progress throughout the day and contact customers about changes to promised completion times, documenting changes appropriately.
Handle telephone inquiries about work in process and appointments, including inbound and outbound calls.
Compare final invoices with original repair orders and analyze quality control reports to verify requested work is complete and reduce comebacks.
Coordinate vehicle delivery, answer customer questions, and arrange pick-up and delivery when requested.
Maintain follow-up on additional repairs identified and build customer relationships that encourage repeat and referral business.
Keep work areas clean and provide daily and weekly operations reports to dealership management.
Work with Mobile Service Technicians and prepare pre-writes for the day’s work before dispatch.
Ensure all parts required for service are loaded onto the mobile service vehicle and reported to the Parts department for inventory control.
Ensure customers receive final invoices for warranty, customer-pay, and, when necessary, internal work.