Title: Service Administration Coordinator Job Type: PT Hourly Non Exempt Department: Administration Location: Mira Loma, CA Supervisor: Service Manager SUMMARY As the Service Administrative Coordinator, you will be responsible for supporting and driving all administrative/operational functional areas of service, daily. This position is also responsible for successful operations of the Toyota Portal, preventative maintenance contracts, warranties, and full maintenance activities. Responsibilities: The following responsibilities are a general guideline and not intended to be an exhaustive list of the full scope of responsibilities. Duties and responsibilities are subject to change based on business needs and at managements discretion.
Responsible for full maintenance activities including new/cancelled contracts, TCF (Toyota Commercial Finance) FM (Full Maintenance) reconciliation, and FM overtime billing
Enters contracts to start cycle billing
Maintains PM contracts including new/cancelled PM contracts, PM technician/zone assignment and fleet PM assignment
Manages all warranty functions including submission, field campaigns, statement reconciliation and other warranty brands
Manages Toyota portal by processing precise invoicing/billing documents for submission and reviews statement reconciliation for accuracy
QualificationsEducation/Additional Requirements: The ideal candidate will have a demonstrated passion for customer service, strong organizational skills, and a desire for continued growth within the role. Must be dependable and reliable in addition to:
3 to 5 years of experience with heavy administrative duties and customer service.
High School Diploma or G.E.D required; some college preferred
Ability to multi task effectively
Strong attention to detail and ability to problem solve
Ability to meet processing deadlines and prioritize work
Strong organizational skills and the ability to be resourceful
Proficient with Outlook, MS Word and Excel and the ability to learn internal systems
Excellent communication skills (written and oral)
Ability to work in a fast paced environment
Excellent customer service skills
Supervisory Role Responsibilities:
Set goals and objectives for performance, service levels, and deadlines which comply with company’s mission and vision and communicates them to the service admin team
Provides monthly and annual employee assessments to ensure performance capabilities and service level expectations are met
Works with Service Manager to recommend performance merit increases at employee’s annual review
Responsible for supervising the workflow and training new hires on how they can best serve customers and the department
Builds positive customer relations for the company by driving a high level of customer service to internal and external customers throughout the branch
Serves as the primary contact for resolving and addressing customer issues or concerns
Drives sales through the preparation of quotes for the different areas of the business including service, rental, new/used sales, and PM’s
Works closely with the sales department personnel (Territory Equipment Sales and CSS Representatives) and shares leads and customer knowledge that support sales growth
Reviews service admin teams timecards using internal systems for allocation of labor
Creates and maintains reports on branch metrics as requested
Supervises the branch and personnel performance and partners as needed with the Operations Manager to drive continuous improvement in performance, service, and operational processes