Remote Service Experience Coordinator

Miami, FLfull time

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Remote

$40k–$70k

H1B: no

Murgadoautomotive The Remote Service Experience Coordinator manages the entire remote and mobile service experience for Cadillac owners, ensuring a seamless and premium customer journey. This role consolidates multiple service functions into one point of accountability to enhance client satisfaction.

Responsibilities

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.
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.

Qualification

Coordinate towingHandle loaner agreementsEnsure loaner vehicles are cleanMaintain accurate

Required

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.
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.
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.

Company

Murgadoautomotive

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Source: lever

Active within the past hour

Remote-friendly

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Remote Service Experience Coordinator at Murgadoautomotive · LumiJobs