The Loaner/Courtesy Car Administrator is responsible for overseeing the day-to-day operations and administrative functions of the Mercedes-Benz Manhattan loaner vehicle fleet, currently consisting of approximately 150 vehicles. This role ensures smooth coordination of vehicle availability, accident and maintenance tracking, customer support, and strict compliance with MBUSA Courtesy Vehicle Program Guidelines.

The Administrator is also the key point of contact for customers requiring loaner vehicles and must consistently deliver a high level of customer service. The role may require assisting with valet or shuttle duties during peak times.

Core Responsibilities:

• Assist customers with all loaner car needs, including check-in/out and general inquiries.
• Coordinate daily with Mobility staff, BDC representatives, and Service Advisors to ensure timely scheduling of vehicles. (5% Daily)
• Ensure photos of each loaner transaction are uploaded into the MyKARMA system.
• Oversee the intake and decommissioning of vehicles in accordance with MBUSA Courtesy Vehicle Program guidelines. (10% Monthly)
• Track and ensure all loaner vehicles requiring maintenance or repairs are scheduled into the service department and followed through until work is complete.
• Confirm all new loaners entering the fleet are properly plated, registered, inspected, and have required stickers and completed documentation placed in the glove box.
• Manage and maintain vehicle photo documentation for customer pickups/deliveries; ensure equipment (e.g., cameras, memory cards) is functional. (5% Daily)
• Maintain and update the Accident Reporting System (ARS) for all loaners involved in accidents. (15% Daily)
• Liaise with the Collision Center to ensure timely repair of damaged vehicles and collection of reimbursements. (15% Weekly)
• Generate and distribute reports on fleet usage, off-road vehicles, and downtime.
• Maintain up-to-date and organized vehicle records in accordance with department standards. (1% Daily Group)
• Monitor and update customer and fleet data in dealership systems. (2% Daily)
• Ensure all fleet vehicles are clean, fueled, and in proper mechanical condition. (2% Daily)
• Pick up and deliver loaner vehicles to customers when needed.
• Safeguard vehicle keys, customer information, and the entire loaner fleet. (100% Ongoing)
• Report any safety or operational risks to management promptly.
• Collect payments from customers for traffic violations, parking tickets, and toll charges (EZPass) incurred during use of a loaner. (15% Daily)
• Handle customer service inquiries and escalate unresolved issues appropriately.
• Perform additional responsibilities as assigned by Service Management.

Additional Expectations:

• Maintain a clean, organized, and safe work environment.
• Uphold the Mercedes-Benz brand image with professional appearance and conduct.
• Must be able to reliably commute to and from Manhattan/New York City on a daily basis.
• Must be able to multitask and manage time effectively in a high-paced environment.

The pay range for this position is $24 - $26 per hour.

• High school diploma or equivalent (GED); post-secondary education a plus.
• Minimum of 2 years in a fast-paced, customer service-focused administrative or coordination role.
• Strong organizational and multitasking skills with excellent attention to detail.
• Experience with computer systems, database entry, and fleet management platforms.
• Ability to meet the physical demands of the role, including movement of vehicles.
• Valid driver’s license is required.