Automotive Service Advisor
BCAA
Kelowna, BC Canada
18d ago

Aon Hewitt has announced BCAA as a 2018 Canadian Gold Level Best Employer

Automotive Services

BCAA's Kelowna Auto Service Centre is hiring for a regular full-time Automotive Service Advisor who will be responsible for delivering the highest level of customer service, ultimately driving BCAA's vision to be the most trusted organization in automotive repair.

The Service Advisor will manage customer relationships from beginning to end by advising and educating the customer.

This position maintains general knowledge of products and services for automotive services and membership / insurance products in order to ensure a seamless customer experience throughout the combined ASC / ServiceLocation.

Key Responsibilities Include

Customer Service / Service Advising

  • Maintain and develop excellent customer experience and relationships
  • Provide service estimates and receive customer approval for work to be performed, finalize sales, and complete customer follow up
  • Recommend maintenance and repair services to customers
  • Share product knowledge and technical expertise to build customer base
  • Review estimate and educate / explain work needed to be done
  • Maintain high sales performance and customer satisfaction (NPS / CSI)
  • Listen and offer the appropriate diagnostic, maintenance, or repair services to meet the Member / customer's needs
  • Provide all Members / customers with an estimated completion time and keep them informed of any changes in the quoted time
  • Maintain proper communication within the team. Provide accurate and detailed information to Technicians to assist in diagnosis
  • Communicate with Shuttle Driver regarding customer pick up and drop off
  • Resolve all customer issues and include the Service Manager if required
  • Operations

  • S hift open & close duties
  • Follow all policies and procedures set forth by BCAA.
  • Achieve and continuously improve individual KPIs outlined by BCAA
  • Other duties assigned as operationally necessary.
  • Education :
  • High School Diploma
  • Experience :

  • A minimum of two (2) years of experience within the automotive industry working in the capacity of a Service Advisor, Service Writer or in a Customer Representative Role.
  • Physical Requirements :
  • Ability to lift 20lbs, bend, reach, walk and stand for long periods of time.
  • Other Skills :

  • Proven interpersonal ability and communication skills with Members / Customers, internal team members, and suppliers
  • Ability to professionally represent the BCAA brand to all stakeholders
  • Highly motivated to provide exceptional Member / customer experience
  • Ability to multitask in a fast paced environment and meet tight timelines
  • Flexible hours and ability to work weekends
  • Proven analytical, problem solving, and decision making skills
  • Demonstrated Software Skills : MS Office Suite including Word, Excel, PowerPoint, Outlook and Automotive DMS systems
  • Proven track record of continuous improvement mindset Satisfactory BC Driver License Class 7 or better
  • British Columbia BC

    Compensation & Benefits Overview

    At BCAA, we offer competitive compensation packages and excellent career advancement opportunities. To find out more, ask the hiring managers during your interview.

    PLEASE NOTE THAT THIS JOB POSTING WILL REMAIN OPEN UNTIL THE POSITION IS FILLED. BEFORE APPLYING FOR A POSITION, CLICK ON THE VIEW JOBS SECTION TO ENSURE THIS POSTING IS ACTIVE.

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