Service Delivery Coordinator

Description

About Roam 

Roam is the Canadian leader in the emerging car subscription market 

Since launching in 2020, we've grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales, and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life. 

Roam is backed by world-class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast, and headquartered in Toronto, Canada, with offices and garages across the GTA. 

The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It's an exciting time to be shaping the future of transportation in Canada. 

Visit Roam's Website for more information: https://roam.auto/ 

The Service Delivery Coordinator is: 

 

• The owner of the day-to-day Roam Subscription experience, making sure every customer pickup, drop off, and service visit runs smoothly from check-in to hand-off
• Customer facing and directly responsible for delivering a best in class customer experience to Roam subscribers throughout every appointment
• The connective tissue between Sales, CX, and Operations, keeping vehicles moving and customers informed
• Comfortable working in a fast-paced environment and able to juggle multiple priorities appropriately
• In person 5 days a week at our Etobicoke location, schedule may vary from 8 am to 6 pm depending on business needs.

You will be responsible for: 

 

• Greeting customers warmly upon arrival at the service drive, walking the vehicle, and accurately documenting concerns, service history, and requested repairs or maintenance
• Performing incoming and outgoing vehicle inspections as customers drop off and pick up vehicles
• Building clean repair orders and service tickets in our systems, capturing customer-reported issues, recommended services, parts, timing, and pricing
• Coordinating with our Operations, Sales, and CX teams throughout the day to keep every vehicle moving on schedule
• Scheduling and confirming valet pickups, drop-offs, and service appointments via phone, email, and online platforms while optimizing Roam workload
• Processing payments, online bookings, and required signatures at handoff, and reconciling the day's tickets at close
• Serving as a key liaison between customers, sales, and operations to ensure clear communication throughout the subscription and service experience
• Helping keep the service drive, customer lounge, and front of house welcoming, clean, and organized for incoming customers

Ideal candidates have: 

 

• At least 1 year of post-secondary education/experience
• Worked in customer service facing roles for a minimum of 1-2 years
• A valid Ontario driver's license with a clean abstract; you'll be moving customer vehicles short distances on-site
• Enthusiasm towards helping people and approach problem solving on a personal level
• Strong written and verbal communication skills
• Attention to detail (you'll be inspecting vehicles on the daily) and time keeping
• Exceptional engagement and substantial availability during peak seasons (summer holidays, spring break, winter holidays)
• Strength to adapt and prioritize unexpected changes or emergency tasks
• A highly motivated, proactive, 'Get it Done' attitude

People best for this role have previously worked as, or have experience using the following tools: 

 

• A service advisor, service coordinator, or delivery coordinator at a dealership
• A retail sales associate in a high-volume, customer-facing environment
• A customer service representative at a dealership, rental agency, or similar
• A customer facing administrator/coordinator
• A front desk or guest services associate in hospitality
• Comfortable using Zoho, Hubspot, or other similar CRMs, and other service workflow tools

Our team culture 

We're a tight-knit, ambitious team led by experienced entrepreneurs and operators! We thrive on solving complex problems, moving fast, and delivering a remarkable customer experience. We also offer a comprehensive benefits plan and 4-Weeks paid vacation! 

We value: 

 

• Extreme ownership
• Curiosity and a growth mindset
• Collaboration and kindness
• Focus and resilience
• A sense of humour

Compensation

$45,000.00 - $50,000.00 per year