Mobile Service Coordinator - Ford

Bob Moore Auto Group, LLC•Oklahoma City, OK

About The Position

The Mobile Service Coordinator supports the dealership’s Ford Mobile Service business by coordinating customer communications, repair orders, technician routes, parts, estimates, payments, repair progress, and vehicle delivery. The role works closely with Mobile Service Technicians, the Parts department, customers, and dealership management to support efficient operations and a positive customer experience. The coordinator calls customers to develop the Mobile Service business, explains vehicle care and manufacturer-recommended maintenance, creates efficient daily technician routes, and provides estimates for labor and parts. They monitor repair orders throughout the day, communicate changes to customers, review final invoices and quality-control reports, and ensure repairs and documentation meet OEM standards. The coordinator also tracks follow-up work, maintains customer relationships, keeps work areas clean, and reports daily and weekly Mobile Service operations to dealership management. The position requires a high school diploma or GED, a valid unrestricted driver’s license, and the ability to maintain a clean driving record. Previous sales experience is preferred. The role involves regular interaction with customers and coworkers, use of standard office equipment, occasional travel, and physical activities including standing, walking, lifting, and driving.

Requirements

High school diploma or GED equivalent.
Valid driver’s license without restrictions that affect operation of company-owned vehicles.
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 the ability to understand verbal and written instructions and warning labels.
Ability to work well with a range of individuals.
Ability to 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 phone calls.
Ability to set a positive example through servant-leadership behaviors.
Ability to pass a drug/alcohol urinalysis and drive a vehicle.
Ability to meet the stated physical demands, including regularly lifting or moving up to 25 pounds and occasionally lifting up to 50 pounds with proper assistance.

Nice To Haves

Previous sales experience preferred.

Responsibilities

Call customers to network and grow the Mobile Service business.
Maintain the Customer Satisfaction Index (CSI) rating established by the service manager.
Maintain the performance standard for hours per customer repair order written.
Communicate with customers to identify mechanical problems and obtain accurate customer and vehicle information.
Advise customers about vehicle care and manufacturer-recommended maintenance.
Create efficient daily routes for Mobile Service Technicians.
Document clear, legible repair instructions, including the primary reason the customer brought in the vehicle.
Notify Mobile Service Technicians of incoming work on a daily and weekly basis.
Provide labor and parts estimates, and contact customers for approval when the service cost cannot be established during reception.
Establish each customer’s payment method and obtain credit approval when necessary.
Obtain the customer’s signature on the repair order and provide a copy.
Follow up on repair-order progress and notify customers of changes to promised completion times; record changes appropriately.
Handle telephone inquiries about work in process and appointments.
Compare final invoices with original repair orders.
Review quality-control reports to verify requested work is complete and reduce comebacks.
Coordinate vehicle delivery and answer customer questions; arrange pickup and delivery when requested.
Maintain a follow-up program for additional repairs identified as needed.
Build and maintain customer relationships to encourage repeat and referral business.
Keep work areas clean.
Report daily and weekly Mobile Service operations to dealership management.
Work with Mobile Service Technicians and provide pre-writes for the day’s work before dispatch.
Ensure all parts needed for service are loaded onto the mobile service vehicle and reported to the Parts department for inventory control.
Ensure repair orders are documented according to OEM standards and procedures.
Ensure customers receive final invoices for warranty, customer-pay, and, when necessary, internal service work.