Service Coordinator

Description

San Francisco, CA | Land Rover | Hospitality | Premium luxury brand |  Veterans encouraged to apply

The Service Coordinator plays a critical role in delivering the exceptional hospitality and service experience that defines Swickard Auto Group and Land Rover San Francisco. This position serves as a key support role within the Service Department, ensuring guests receive a seamless, professional, and welcoming experience from arrival through vehicle delivery.

The Service Coordinator supports Service Advisors, manages customer hospitality areas, assists with Customer Satisfaction (CSI) initiatives, administers the Loaner Vehicle Program, and maintains required training and compliance standards. The ideal candidate is highly organized, customer-focused, detail-oriented, and passionate about creating memorable guest experiences.

DUTIES & RESPONSIBILITIES

Training & Professional Development

• Maintain all required Land Rover OEM monthly and quarterly training certifications.
• Complete all required Swickard Auto Group training assignments through Paylocity within established deadlines.
• Successfully complete a minimum of two (2) Mar-Kee Service Advisor e-Learning courses each week, including all associated videos, assessments, and certifications.
• Stay current on dealership processes, customer service best practices, and hospitality standards.

Service Reception & Guest Experience

• Greet all guests on the Service Drive and within the Customer Lounge in a warm, professional, and hospitality-focused manner.
• Serve as an ambassador of the Swickard hospitality culture by creating a welcoming and positive first impression.
• Assist guests promptly and professionally when Service Advisors are unavailable.
• Perform basic repair order (RO) write-ups and vehicle intake procedures as needed.
• Support Service Advisors with administrative and customer service tasks to enhance the guest experience.
• Provide timely communication and assistance to guests while they wait for service.
• Maintain a professional appearance and demeanor consistent with luxury automotive standards.
• Serve as a backup cashier when necessary, accurately processing payments and completing customer transactions.

Service Hospitality

• Maintain the Customer Lounge to ensure a clean, organized, comfortable, and welcoming environment.
• Monitor and replenish hospitality supplies, refreshments, and guest amenities throughout the day.
• Perform routine maintenance and upkeep of beverage dispensers and hospitality equipment.
• Ensure lounge cleanliness and presentation meet Swickard and Land Rover brand expectations.
• Proactively identify opportunities to enhance the guest experience.

Customer Satisfaction & CSI Support

• Monitor Customer Satisfaction Index (CSI) feedback and survey results.
• Contact guests regarding completed service visits to gather feedback and address concerns.
• Assist Service Advisors and Service Management in resolving guest concerns and recovering service experiences when needed.
• Document guest feedback and communicate opportunities for improvement to department leadership.
• Support dealership efforts to achieve and maintain exceptional CSI performance.

Loaner Vehicle Administration

• Coordinate and complete the loaner vehicle check-in and check-out process.
• Verify and maintain all required loaner vehicle documentation, including:
  • Driver’s license verification
  • Insurance verification
  • Signed loaner agreements
  • Required program compliance documentation
• Ensure all loaner transactions are completed accurately and consistently for every guest and every loan.
• Update and maintain Logitrac records in accordance with dealership policies and manufacturer requirements.
• Monitor loaner fleet status and communicate availability concerns to management.
• Assist with maintaining compliance with Land Rover Loaner Vehicle Program requirements.

QUALIFICATIONS

Required 

• High School Diploma or equivalent.
• Previous customer service, hospitality, administrative, or automotive dealership experience preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and dealership software systems.
• Valid driver's license with an acceptable driving record.
• Ability to maintain confidentiality and professionalism at all times.

Preferred 

• Automotive dealership experience.
• Experience with loaner fleet administration.
• Experience in luxury hospitality, retail, or customer-facing environments.
• Familiarity with Land Rover systems and processes.

Core Competencies

• Hospitality Mindset
• Customer Focus
• Professional Communication
• Attention to Detail
• Teamwork and Collaboration
• Accountability
• Adaptability
• Problem Solving
• Time Management
• Continuous Learning

Why Swickard Auto Group?

At Swickard Auto Group, we believe every interaction is an opportunity to create lifelong guests. Our team members are empowered to deliver hospitality-driven experiences while developing rewarding careers within one of the fastest-growing luxury automotive groups in the country. We are committed to creating a culture of excellence, accountability, teamwork, and continuous growth.

Swickard Auto Group is an Equal Opportunity Employer. #T5