Automotive Service Advisor

About the role

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

Our Victoria Auto Service Centre is looking for an Automotive Service Advisor. As an Automotive Service Advisor, you’ll be the trusted face of BCAA’s automotive repair service, guiding members and customers every step of the way. You’ll build strong relationships by advising, educating, and delivering exceptional experiences that reflect BCAA’s commitment to being the most trusted name in automotive care. Alongside providing top-notch customer service, you’ll collaborate closely with our skilled automotive technicians to ensure smooth, efficient service throughout the entire BCAA Auto Service Front Counter Process.

Requirements

• You have an interest in automotive.
• You’re passionate about delivering exemplary customer service, even in challenging moments.
• You’re a strong communicator, in person, via email or on the phone.
• You’re tenacious and detail oriented.
• You love to learn and aren’t afraid to ask questions.
• You’re personable and adaptable and strive to always improve your technical skills.
• Flexible hours and weekend work are no problem for you.
• Completion of Grade 12 and a minimum of two years of experience in the automotive field as a Service Advisor, Service Writer, or Automotive Parts Advisor.
• Intermediate knowledge of MS Office (Word, Excel, Outlook).
• A valid Class 7 or better BC Driver’s License.
• Ability to lift 50 lbs (23 kg), bend, reach, walk and stand for long periods of time.

Responsibilities

• Deliver timely, high-quality customer service by greeting and checking in customers, understanding their needs, and providing expert service advice.
• Schedule and manage appointments efficiently using the scheduler and NEAT application to access member information.
• Prepare repair estimates, obtain customer approvals, finalize sales, and conduct follow-ups to ensure customer satisfaction.
• Recommend preventative maintenance and repair services tailored to customer needs and budgets.
• Share product knowledge and technical expertise to build strong customer relationships and expand the customer base.
• Clearly explain repair work and educate customers on service needs to ensure transparency and trust.
• Maintain high sales performance and customer satisfaction scores.
• Communicate effectively with technicians to provide detailed and accurate information supporting vehicle diagnosis and repair.
• Test drive, park, and shuffle customer vehicles as needed to support shop operations and ensure efficient workflow.
• Follow all BCAA policies and procedures, including front counter RO processes, and strive to meet and exceed individual KPIs.
• Stay current with industry trends, product knowledge, and competitor offerings through ongoing training.
• Manage parts and inventory by overseeing flow, maintaining proper levels, performing shipping/receiving duties, and completing monthly counts on time.
• Use parts management systems (NAPA Tracs, Neat, Timely) and support opening and closing procedures.
• Promote and contribute to a safe work environment by following health and safety protocols, wearing PPE, escorting customers safely, and ensuring compliance with environmental standards.

Benefits

The salary range for this position is $46,768.44 to $58,460.52 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 9%, with the opportunity to earn up to 15%.

• The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.
• Career and personal development to help you grow and reach your goals.
• Incentives that recognize team and individual sales and performance.
• Flexible benefits to support your health and lifestyle, and wellness dollars to keep your body, mind and soul thriving.
• A competitive rewards package including salary performance bonus programs, pension plan, and more to help build your personal wealth.
• Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.
• BCAA membership, with valuable perks and Member savings on everyday and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.
• Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.