Remote Service Experience Coordinator

Position Summary The Remote Service Experience Coordinator owns the guest's experience for every service that happens away from our drive, whether at their home, at their office, or on the side of the road. This is a customer-experience role first. Cadillac owners increasingly expect service to come to them, and this position is the single point of accountability for making that experience feel effortless, premium, and unmistakably Ocean Cadillac from the first phone call to the moment the vehicle is back in the client's hands. The Coordinator brings together four functions that have traditionally lived in separate hands (Mobile Service Advisor, Roadside Service Advisor, Loaner Coordinator, and Mobile Service Operator / BDC appointment setting) into one seamless remote and mobile service experience. The goal is simple: a client who never has to repeat themselves, never wonders what's happening next, and never has a reason to service their Cadillac anywhere else. Core Responsibilities Overall Remote & Mobile Service Experience 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 nex