Service Advisor

Work at an award-winning top employer If you are looking for an empowering and progressive place to shape your future, then you’ve landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Share our purpose to empower British Columbians to move forward.
- BCAA has been named one of BC’s Top Employers 2021- What BCAA offers you:- It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2021, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
- Our team members get to make a difference in the lives of our Members and their communities every day.
- We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
- We enthusiastically support learning and advancement opportunities for our team members.
- We are an equal opportunity employer that’s committed to accessible, inclusive employment.
- Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.- Service Advisor & Lube Technician- Summary:_
- Reporting to the Service Manager, Automotive, the Service Advisor & Lube Technician (S.A.L.T) is responsible for successfully completing of each work order assigned to them, continuously improving their quality of work, and delivering exceptional Member experiences through their customer handling skills. The S.A.L.T., with guidance and training from the Service Advisors and Manager, is responsible for proper diagnosis and repair of vehicles. The SALT will manage customer relationships from beginning to end by advising and educating the customer while ensuring Member/customer satisfaction, ultimately driving BCAA’s vision to be the most trusted organization in automotive repair.- Key Responsibilities:_
- Operations (60%):- Properly complete the services and/or repairs with high quality in a timely manner to help deliver exceptional customer service
- Services include oil and tire changes and basic automotive repairs, as assigned by management
- Assist all other Technicians in the shop as needed
- Achieve productivity goals as assigned by BCAA
- Maintain a high level of Member/customer service at the facility leading to a high level of “measured” member/customer satisfaction
- Ensure that all equipment is in proper and safe working condition. Maintain an overall safe work environment for all team members and in compliance with Worksafe BC standards. Alert Management of any unsafe conditions immediately
- Complete any Automotive Training requested by BCAA
- Ensure compliance with all environmental requirements and BCAA programs that meet or exceed governmental required standards
- Maintain a clean and safe working environment
- Adhere to all applicable safety standards along with all operational policies and procedures.
- Communicate on a regular basis with Service Advisors regarding any changes in work status and/or completion status of vehicles- Customer Service/ Service Advising (30%)-
- Ensure timely and high-quality customer service.
- Maintain and develop excellent customer experience and relationships
- Provide repair estimates and receive customer approval for work to be performed, finalize sales, and complete customer follow up next day
- Recommend preventative maintenance and repair services to members/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 accurately qualify customer requirements to offer the appropriate diagnostic, maintenance, or repair services to meet the Member/customer’s needs and/or budget
- 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- Acquires and maintains industry, product and systems knowledge (5%)-
- Maintains a working knowledge of all BCAA products, best practices, standards, policies and systems
- Attends required BCAA and industry training courses
- Keeps up-to-date with industry knowledge and competitor’s product offerings
- Other duties as assigned as operationally necessary or as required for role (5%)- Relationships:_- Reports to: Service Manager, Automotive
- External: Suppliers, AARS business partners, CAA and AAA