Senior Automotive Service Advisor

Description:

BCAA, one of BC’s most trusted and community-driven organizations, is seeking a Senior Automotive Service Advisor for its Nanaimo Automotive Service Centre. This is an excellent opportunity to join a team known for its integrity, customer care, and commitment to building stronger communities across British Columbia.

As a Senior Automotive Service Advisor, you will be the face of BCAA’s automotive service operations, ensuring that every customer receives an exceptional service experience from booking to vehicle handover. You will lead and mentor Service Advisors, manage customer relationships, oversee workflow efficiency, and ensure members’ vehicles are maintained to the highest standards.

This role is ideal for a customer-focused, results-driven professional with a passion for the automotive industry and a natural ability to lead and inspire others.

Key Responsibilities:

• Leadership & Mentorship: Provide coaching and mentorship to Service Advisors, fostering a culture of excellence and teamwork.

• Customer Relationship Management: Greet and assist members, understand their service needs, provide accurate repair estimates, and ensure satisfaction through proactive communication.

• Service Coordination: Manage appointment scheduling using BCAA systems, coordinate with technicians for efficient vehicle servicing, and maintain accurate records.

• Sales & Performance: Recommend maintenance services tailored to customers’ needs, finalize sales, and ensure performance KPIs (such as NPS/CSI scores) are met or exceeded.

• Operational Oversight: Oversee daily operations, including opening and closing the Service Centre, managing parts inventory, and ensuring workplace compliance.

• Problem Resolution: Handle customer concerns professionally, supporting the Service Manager in resolving escalations.

• Team Collaboration: Work closely with technicians to ensure clear communication of repair details, accurate diagnoses, and timely completion.

• Health & Safety: Ensure adherence to BCAA safety policies, conduct safety meetings, and maintain environmental compliance.

Qualifications and Skills:

• High school diploma (Grade 12) or equivalent.

• Minimum 4 years of experience as a Service Advisor, Service Writer, or Automotive Parts Advisor.

• Class 7 or higher BC Driver’s License required.

• Strong customer service and conflict resolution abilities.

• Excellent verbal and written communication skills.

• Proven ability to coach, mentor, and motivate team members.

• Intermediate proficiency in MS Office Suite (Word, Excel, Outlook).

• Ability to lift up to 50 lbs, and stand or walk for long periods.

• Analytical, solution-oriented, and confident in decision-making.

• Willingness to work flexible hours, including weekends.

Salary and Benefits:

• Base Salary: $49,954.92 – $62,443.68 CAD annually (approx. $4162 – $5203 per month)

• Performance Bonus: 9% target, with potential to earn up to 15%.

• Pension Plan: Included for permanent employees.

• Comprehensive Benefits: Flexible health and lifestyle coverage, wellness dollars, and personal development opportunities.

• Paid Time Off: Vacation, wellness days, volunteering, and cultural/religious connection days.

• BCAA Membership Perks: Discounts on gas, retail, events, travel, and more.

• Career Growth: Access to training, learning opportunities, and career advancement within BCAA.

• Workplace Culture: Collaborative, inclusive, and recognized as a BC Top Employer.