Remote Automotive Service Coach

A&B Import Auto — Service Coach / Training & Development

Fort Collins, CO

In-Person or Remote

Contract or Full-Time

A&B Import Auto is looking for an experienced automotive service professional to help us build a stronger, more consistent customer experience across our front‑of‑house team. This is not primarily a traditional Service Advisor position. The core responsibility is coaching and developing Service Advisors and Customer Service Representatives through frequent review, feedback, and training. We are looking for someone who understands automotive service sales, customer communication, shop operations, and the realities of a busy service drive—and who can translate that experience into repeatable processes that other people can learn and execute.

The right person will help us define and teach The A&B Standard: the collection of behaviors, processes, and expectations that describe what every customer should experience when they interact with A&B. This position may be performed in person or remotely
, and we are open to both contract and full‑time arrangements for the right candidate.

A major part of this role will be reviewing real customer interactions and turning them into practical coaching opportunities.

• Review inbound phone calls, appointment‑setting attempts, and converted and non-converted opportunities.
• Review service sales presentations and customer update conversations.
• Identify specific opportunities to improve communication, conversion, trust, and process adherence.
• Conduct short coaching sessions with front‑desk employees approximately 2–3 times per week.
• Establish clear individual improvement objectives and follow up on progress.
• Reinforce successful behaviors—not just identify mistakes.
• Help employees understand both what to improve and how to improve it.
• Work with the GM and leadership team to identify recurring training needs across the organization.

Our preference is for frequent, focused coaching with short feedback loops
, rather than infrequent large training sessions.

The Service Coach will help create a scalable training system for current and future A&B locations.

• Build and continually improve the A&B training library.
• Create or contribute to training videos, call examples, scripts, guides, exercises, and other learning materials.
• Document how A&B presents recommended repairs and maintenance.
• Document how we update customers throughout the repair process.
• Develop examples of excellent customer conversations.
• Help create onboarding and development paths for new CSRs and Service Advisors.
• Turn successful real‑world interactions into reusable training material.
• Identify gaps in employee knowledge and create training to address them.

The long‑term goal is to make excellent customer communication teachable, measurable, and repeatable.

A&B is developing a formal set of customer‑facing SOPs and expectations we call The A&B Standard
. The Service Coach will play a meaningful role in creating and refining it.

• Answering inbound calls.
• Appointment scheduling.
• Customer greetings and write‑ups.
• Setting expectations at vehicle drop‑off.
• Presenting inspection findings.
  
  Selling recommended repairs and maintenance.
• Handling objections.
• Providing proactive customer updates.
• Managing delays or unexpected problems.
• Vehicle pickup and final customer communication.
• Follow‑up after service.
• Documentation and internal handoffs.

The goal is not to create scripts that make employees sound robotic. It is to establish a consistent standard while allowing strong employees to communicate naturally.

We believe effective coaching requires a real understanding of the customers and employees being coached. For that reason, especially when beginning the role or when A&B acquires or opens another location, the Service Coach should expect to periodically function as a remote or in‑person Service Advisor.

• Taking customer calls.
• Scheduling appointments.
• Providing repair updates.
• Presenting recommendations.
• Working within the shop's…