Customer Service Representative

Rental & Recall Service Coordinator

Department: Fixed Operations / Service Reports To: Service Manager Schedule: Full-time, set weekly schedule; rotating Saturdays required FLSA Status: Hourly / Non-Exempt (adjust as applicable)

Position Summary

The Rental & Recall Service Coordinator is the primary point of contact for customers whose vehicles are in for repair and need a rental or loaner vehicle. This role manages the rental fleet, schedules manufacturer recall appointments, and acts as the communication link between the Service Department and Parts Department. Success in this role is measured by fast, accurate turn rates and consistently excellent customer service.

Key Responsibilities

Rental & Loaner Coordination

• Check rental/loaner vehicles in and out for customers with vehicles in the service shop
• Track fleet availability in real time and proactively manage inventory to avoid shortages
• Inspect vehicles at check-in and check-out for damage, mileage, and fuel level; document condition
• Coordinate with outside rental agencies when the internal fleet is unavailable
• Process rental agreements, insurance verification, and any related paperwork or billing
• Review rental contract terms with customers and answer questions on coverage, fees, mileage limits, and return policies before they sign

Recall & Appointment Scheduling

• Identify vehicles with open manufacturer recalls and proactively contact customers to schedule repairs
• Book and manage the recall repair appointment calendar to maximize shop efficiency
• Confirm parts availability before scheduling to minimize wait times and repeat visits
• Send appointment reminders and follow up on no-shows or rescheduled appointments

Cross-Department Coordination

• Communicate daily with the Parts Department to confirm recall/repair parts are ordered, received, and ready before appointments
• Work closely with Service Advisors and Technicians to align rental needs with repair timelines
• Flag delays early and adjust rental/appointment schedules accordingly
• Relay accurate, timely status updates to customers throughout the repair process

Customer Service & Turn Rate

• Deliver a friendly, professional customer experience at every touchpoint (phone, in person, email)
• Actively manage scheduling to reduce vehicle downtime and improve shop turn rate
• Resolve rental or scheduling issues quickly and escalate when necessary
• Monitor and report on turn-rate metrics and rental fleet utilization to management

Qualifications

• High school diploma or equivalent required
• 1+ years of experience in automotive service, rental car, or customer service role preferred
• Valid driver's license with a clean driving record (required to move/test vehicles)
• Highly organized with strong attention to detail; able to manage multiple schedules, vehicles, and paperwork simultaneously without losing track of details
• Able to read, interpret, and clearly explain rental agreements and contract terms (mileage limits, insurance coverage, fuel policy, liability, fees) to customers in plain language
• Excellent verbal and written communication skills
• Proficiency with scheduling software, DMS (dealer management system), and/or rental fleet software
• Ability to work a set schedule, including rotating Saturdays

Physical Requirements

• Ability to enter, exit, and drive various vehicles
• Ability to stand, walk, and move around a service drive/lot environment
• Occasional lifting up to 25 lbs (paperwork, supplies, etc.)

Key Performance Indicators

• Vehicle turn rate / average repair cycle time
• Rental fleet utilization rate
• Recall appointment scheduling volume and completion rate
• Customer satisfaction scores (CSI)
• On-time vehicle check-in/check-out accuracy