Discussion

Customer Service Specialist

Show

Cadillac Service Drive Customer Experience Specialist

Location: Lexington, KY | Quantrell Cadillac

Job Type: Full-Time

Executive Overview

Quantrell Cadillac is seeking an energetic, customer-centric Service Drive Customer Experience Specialist to join our luxury service operations team. As the first and last point of contact for our Cadillac service guests, you will play a critical role in delivering a white-glove experience, managing service drive traffic flow, and executing high-touch customer communication throughout the repair lifecycle.

This role is ideal for a proactive individual looking to build a high-growth career in automotive service operations, guest relations, or service management within a premium dealership group.

What We Offer

Competitive Compensation: Hourly pay + performance bonuses based on customer satisfaction metrics.
Comprehensive Benefits Package: Health, Dental, Vision, and Life Insurance.
401(k) Retirement Plan: Includes company match options.
Career Pathing: Direct career progression into Service Advisor, Warranty Administrator, or Assistant Service Manager roles.
Work Environment: Modern, state-of-the-art luxury service drive with modern digital workflow tools.
Work-Life Balance: Paid time off (PTO) and paid holidays.

Key Responsibilities

Customer Check-In & Guest Hospitality

Warmly greet all Cadillac service guests on the drive immediately upon arrival.
Perform initial digital check-in procedures, verify guest contact details, confirm appointment times, and direct customers to their assigned Service Advisor.

Customer Updates & Communication Management

Proactively update guests on vehicle status via phone, SMS, and email throughout the day to ensure zero communication gaps.
Notify customers promptly upon vehicle completion, explaining initial billing summaries prior to guest pickup.

Third-Party Service Contract & Claims Coordination

Contact extended service contract companies (Aftermarket Warranty / Cadillac Protection Plans) to obtain claim authorizations and pre-approvals.
Document approval codes, labor caps, and covered parts on active Repair Orders to accelerate technician repair times.

Express Check-Out & Final Delivery

Process customer payments (credit card, cash, digital invoice pay) during vehicle pick-up.
Deliver a seamless final invoice review and ensure the guest’s Cadillac is clean, staged, and ready for departure.

Qualifications & Requirements

Communication Skills: Exceptional verbal and written communication with an approachable, luxury-level phone demeanor.
Technical Aptitude: Comfortable learning Dealership Management Systems (DMS), service scheduling software, and tablet-based check-in applications.
Administrative Skills: High attention to detail, strong organizational ability, and confidence handling phone-based warranty claim procedures.
Professionalism: Maintains a polished, professional appearance aligning with Cadillac brand standards.
Licensing & Background: Valid Driver’s License with a clean driving record; must pass pre-employment background and drug screening.