Service Lane Coordinator

LOCATION: Ankeny, IA

FLSA STATUS: Non-Exempt

SCHEDULE: Monday - Friday, 8:00 AM to 5:00 PM

PRIMARY PURPOSE: The Service Lane Coordinator serves as the primary support position for the Service Department by managing vehicle intake, ensuring accurate repair orders, and providing administrative support to the Service Advisors. This position is responsible for promoting a smooth check-in process, high-quality write-ups, and a steady flow of repair orders from arrival to completion, all while delivering exceptional customer service.

WHY HOUSBY: Housby is a family-owned business with over 50 years of tradition. We pride ourselves on providing a flexible work environment, a competitive benefits and compensation package, and a culture that fosters growth and celebrates success. Recognized as a top workplace by employees, we understand that our greatest asset is our dedicated team. At Housby, your contributions are valued, and your potential for advancement is supported every step of the way.

FOCUS:

Essential duties including the following. Other duties may be assigned.

• Greet customers and drivers upon arrival and perform vehicle check-ins.
• Accurately document customer concerns, symptoms, and repair requests.
• Verify vehicle information, including VIN, mileage, unit number, and fleet details.
• Conduct basic walk-around inspections, noting any visible damages or concerns.
• Initiate repair orders with clear and detailed write-ups that support proper diagnosis.
• Attach photos, notes, and relevant documentation as needed.
• Assist Service Advisors with opening, updating, and closing repair orders.
• Notify customers upon parts arrival and schedule return service appointments.
• Input technician notes, labor operations, and parts information into the system.
• Ensure that repair orders meet dealership documentation and quality standards.
• Monitor work-in-progress (WIP) and follow up on aging or stalled repairs.
• Prepare estimates, paperwork, and internal documentation as directed.
• Manage service lane flow to prevent congestion and delays.
• Communicate vehicle arrivals, priorities, and special requests to Advisors and dispatch.
• Assist with scheduling service appointments and verify appointment details.
• Identify safety-related and/or urgent concerns and escalate immediately.
• Answer incoming service calls and route appropriately.
• Provide basic repair status updates when approved by a Service Advisor.
• Set clear customer expectations regarding next steps in the service process.
• Maintain a professional, organized, and customer-focused service lane environment.
• Verify repair order accuracy, completeness, and compliance.
• Support parts coordination by confirming availability and communicating delays.
• Maintain organized digital and physical service records.
• Assist with reporting, special projects, and continuous improvement initiatives.
• Provide occasional support with customer vehicle pickup and delivery as needed.
• Work closely with Service Advisors, Technicians, Parts, and Management.
• Follow established service processes and standards.
• Maintain a positive, solution-oriented attitude in a fast-paced environment.

SKILLS & EXPERIENCE:

• Excellent interpersonal, leadership, and communication skills.
• Good understanding of mechanical components and associated repair(s).
• Proficiency in reading, writing, speaking, and typing in English.
• Ability to perform basic math, including measurements, fractions, and decimals.
• Valid driver's license with dependable transportation.
• Class B CDL, or the ability to possess one within 90 days of hire, is strongly preferred.
• Experience with Microsoft Office applications.
• Must have and follow Housby's Core Values.

EDUCATION:

• High school diploma or GED required.

PHYSICAL DEMANDS:

• Oral communication over the phone and in person.
• Ability to view a computer monitor.
• Alpha/numeric keyboarding.
• Must be able to lift up to 50 pounds of material.
• Requires the use of both hands.
• Frequently required to bend, stoop, crouch, and reach.

WORK ENVIRONMENT:

• The work environment for this position is varied due to the differences in our work site. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic and outside weather conditions.
• Potentially exposed to battery acid, gasoline, chemical cleaning material or other toxic materials commonly found in motor vehicle service departments, some of which may be considered health hazards.
• The noise level in the work environment is usually moderate to loud.
• Exposed to some outside weather conditions.
• Some evening hours and weekends may be required.

COMPENSATION & BENEFITS:

• Competitive Hourly Rate
• 120 Hours of PTO after your first full year of employment.
• 9 Paid Holidays (including your Birthday off!)
• Benefits including medical, dental, vision, life insurance, 401(k) with company match, and more!
• Energetic and transparent work environment and great company culture.
• Ongoing training and professional development opportunities.

Housby is an Equal Opportunity Employer.