Service Experience Coordinator

Audi Frederick•Ballenger Creek, MD

1d•Onsite

About The Position

Ourisman Automotive Group is seeking a motivated and customer-focused Service Experience Coordinator to join our team. The Service Experience Coordinator is responsible for creating a welcoming and efficient service experience by serving as a key point of contact for customers, coordinating service lane activities, managing the dealership's loaner vehicle program, supporting customer satisfaction initiatives, and assisting with day-to-day service department operations.

Requirements

Strong customer service, communication, and interpersonal skills.
Excellent organizational skills with the ability to manage multiple tasks in a fast-paced environment.
Ability to handle customer concerns professionally and effectively.
Proficiency with basic computer systems and willingness to learn dealership software applications.
Attention to detail when managing customer documents, loaner records, and repair order documentation.
Valid driver's license with an acceptable driving record.

Nice To Haves

Previous automotive dealership experience preferred but not required.
Experience in hospitality, customer service, retail operations, or luxury service environments is a plus.

Responsibilities

Greet customers promptly upon arrival and ensure they are welcomed and directed to the appropriate service team member.
Support Audi customer experience initiatives, including "Met at Vehicle" and other CSI-related performance objectives.
Manage customer flow within the service lane to promote an efficient check-in process and positive customer experience.
Conduct customer follow-up communications to support CSI goals and identify opportunities for service recovery.
Manage all aspects of the dealership's loaner vehicle program, including customer agreements, vehicle assignments, availability and mileage tracking, vehicle returns, and documentation compliance.
Coordinate the preparation and readiness of loaner vehicles and communicate with service personnel regarding vehicle availability.
Monitor loaner utilization and communicate overdue or extended-use situations to management.
Support service appointment scheduling and assist with incoming customer calls as needed.
Coordinate valet service activities, including scheduling, communication, and vehicle movement.
Scan, file, and maintain repair orders and service department documentation.
Maintain a professional, organized, and welcoming customer reception area.
Communicate effectively with service advisors, technicians, management, porters, and customers to support efficient daily operations.
Assist with additional customer experience and administrative functions as assigned.