Key Responsibilities

1. Warranty & Repair Order Coordination

· Act as the primary liaison between technicians, service advisors, and the offsite warranty administrator.

· Verify technician diagnoses and supporting documentation (“stories”) for accuracy and completeness.

· Ensure all required details (serial numbers, warranty claim codes, and supporting documentation) are properly recorded and attached to repair orders.

· Print and assemble complete physical copies of repair orders with all required supporting materials.

· Confirm warranty coverage eligibility for components before submission.

· Add and validate purchase orders for towing, body work, rentals, and loaner vehicles prior to customer vehicle pickup.

· Communicate proactively with the warranty administrator regarding updates, corrections, or missing information.

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2. Extended Warranty Processing

· Contact extended warranty companies to obtain approvals for recommended repairs on behalf of service advisors.

· Provide accurate documentation, estimates, and technician findings to support claims.

· Ensure all approvals, authorizations, and related documents are properly attached to the repair order.

· Maintain accurate records of claim status and approvals.

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3. Rental & Loaner Fleet Coordination

· Maintain organized and accurate tracking of Hertz rental vehicles and dealership loaner units.

· Coordinate communication between service advisors and Hertz representatives to ensure timely vehicle availability and returns.

· Ensure proper documentation and billing alignment for all rental and loaner usage.

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4. Administrative & Customer Support

· Answer and direct incoming service department phone calls in a professional and timely manner.

· Assist with scheduling service appointments as needed.

· Facilitate clear and efficient communication between the service and parts departments to support timely repairs.

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5. Repair Order Reconciliation & Compliance

Reconcile all closed repair orders for accuracy, ensuring:

Proper customer and technician signatures

Correct billing and payment methods

Alignment between completed work and documented charges

Verify that all eligible repair orders are properly closed and accounted for within the system.

Identify and correct discrepancies prior to final processing.