Remote Service Experience Coordinator

Job description

**Position Summary** The Remote Service Experience Coordinator owns the guest's experience for every service that happens away from our drive, whether at their home, at their office, or on the side of the road. This is a customer-experience role first. Cadillac owners increasingly expect service to come to them, and this position is the single point of accountability for making that experience feel effortless, premium, and unmistakably Ocean Cadillac from the first phone call to the moment the vehicle is back in the client's hands. The Coordinator brings together four functions that have traditionally lived in separate hands (Mobile Service Advisor, Roadside Service Advisor, Loaner Coordinator, and Mobile Service Operator / BDC appointment setting) into one seamless remote and mobile service experience. The goal is simple: a client who never has to repeat themselves, never wonders what's happening next, and never has a reason to service their Cadillac anywhere else. **Core Responsibilities** **Overall Remote & Mobile Service Experience** - Serve as the primary owner and point of contact for all remote and mobile services provided by Ocean Cadillac, ensuring every touchpoint reflects the Cadillac ownership standard. - Coordinate the full lifecycle of each remote interaction, from booking and confirmation through dispatch, service, and follow-up, so the client experiences one continuous, well-communicated journey rather than a series of handoffs. - Proactively communicate status, timing, and next steps to clients through their preferred channel (call, text, or email), keeping surprises to zero. - Monitor satisfaction across all remote and mobile touchpoints and act as the client's advocate inside the dealership to resolve issues quickly. **Mobile Service Advisor Duties** - Consult with clients to understand their concerns and write accurate repair orders for mobile service visits. - Schedule and route the mobile service technician, confirming the vehicle, location, and scope of work before dispatch. - Present recommended maintenance and repairs, provide estimates, and secure approvals, delivering advisory-level service remotely with the same transparency clients would receive in the drive. - Follow up after each mobile visit to confirm the work met expectations. **Roadside Service Advisor Duties** - Field roadside and emergency assistance requests, gathering the details needed to help a stranded or inconvenienced client calmly and quickly. - Coordinate towing, roadside dispatch, and next steps, keeping the client informed and reassured throughout. - Bridge roadside events into the appropriate service path, whether mobile repair, loaner, or in-dealership appointment, so a breakdown becomes a smooth recovery. **Loaner Coordinator Duties** - Manage the loaner vehicle fleet in support of remote and mobile clients, including availability, assignment, delivery and pickup logistics, and return. - Handle loaner agreements, condition documentation, insurance and eligibility verification, and timely follow-up on outstanding returns. - Ensure loaner vehicles are clean, fueled or charged, and presented to the Cadillac standard for every client. **Mobile Service Operator / BDC Appointment Setter Duties** - Answer inbound calls and messages for remote and mobile service and convert them into confirmed appointments. - Make outbound contact for service reminders, recalls, declined-service follow-ups, and campaign outreach tied to remote and mobile offerings. - Maintain accurate, up-to-date client and appointment records in the DMS/CRM, ensuring clean scheduling and reliable follow-through.