Senior Service Advisor

BCAA; Victoria; On-site; CAD 51,000 - 64,000; Full time

Benefits offered by this job

Competitive rewards package

Pension plan

Paid time off

BCAA membership perks

Wellness dollars

Flexible benefits

Job summary

BCAA in Victoria, BC is hiring a Senior Service Advisor to lead the Automotive Service Centre team. You will mentor other Advisors, shape the member experience from appointment to hand-over, and drive service excellence for members.

The role requires strong communication, a vision for customer care, and the ability to manage schedules, prepare repair estimates, obtain approvals, and guide repairs with a focus on safety and satisfaction. A Grade 12 education and automotive experience are required.

Qualifications

• Completion of Grade 12 and at least four years' automotive experience as a Service Advisor, Service Writer, or Parts Advisor.
• Ability to lift 20 lbs, bend, reach, and stand for long periods.
• Class 7 or better BC Driver’s License.
• Excellent customer service and conflict resolution skills.
• Excellent verbal and written communication skills.
• Sales coaching and team development experience.
• Proficiency with MS Office (Word, Excel, Outlook).

Responsibilities

• Provide leadership to other Service Advisors through mentorship and coaching.
• Greeting customers, understanding needs, and delivering personalized service and sales.
• Manage appointment scheduling using the NEAT system.
• Provide repair estimates, obtain approvals, finalize sales, and follow up for satisfaction.
• Recommend preventative maintenance and repairs based on member needs and budgets.
• Collaborate with technicians to support accurate diagnosis and repairs.
• Lead daily operations of the Automotive Service Centre.
• Meet KPIs and stay updated on industry trends.

Skills

Automotive industry experience

Customer service

Conflict resolution

Communication skills

Sales coaching

MS Office

Education

Grade 12

Tools

MS Office Suite

Job description

Why BCAA?

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.

We are currently hiring a Senior Service Advisor for our Victoria Automotive Service Centre. As the Senior Service Advisor, you play a key role in every Member’s experience when they entrust their vehicle to BCAA for service and repairs. From the time an appointment is booked through to its hand-over back to the Member, you hold responsibility for the Member relationship. You're a people leader who mentors and develops other Auto Service Advisors to deliver excellence for BCAA Members.

Who you are

• You love the automotive industry and are passionate about delivering exemplary Member service, even in challenging moments


• You have exceptional communication skills


• You're analytical, a problem-solver, and are unafraid to make the final decision


• You embrace the opportunity to teach and mentor


• You take ownership for the performance of your team and view your success through the lens of your team’s accomplishments


• Flexible hours and weekend work are no problem for you

What you'll do

• Provide leadership to other Service Advisors through mentorship, coaching, and resolving customer concerns.


• Deliver timely, high-quality customer service by greeting and checking in customers, understanding their needs, and providing personalized service and sales.


• Manage appointment scheduling using the system and NEAT application to accurately access member information.


• Provide clear repair estimates, obtain customer approvals, finalize sales, and follow up the next day to ensure satisfaction.


• Recommend preventative maintenance and repair services tailored to members’ needs and budgets.


• Share product knowledge and technical expertise to grow the customer base and enhance the customer experience.


• Educate customers by reviewing estimates and explaining necessary repairs clearly.


• Maintain strong sales performance and customer satisfaction (NPS/CSI) by listening carefully and qualifying needs accurately.


• Keep members informed of estimated completion times and promptly communicate any changes.


• Collaborate with technicians by providing detailed information to support accurate diagnosis and repairs.


• Lead daily operations including opening and closing the Automotive Service Centre, following all BCAA policies and procedures.


• Meet and exceed KPIs while staying updated on industry trends, products, and competitors.


• Resolve member complaints and escalations professionally, supporting the Service Manager in coaching other Service Advisors.


• Foster a positive, energetic work environment by sharing best practices and recognizing team contributions.


• Manage parts and inventory flow, maintain stock levels, perform shipping/receiving duties, and complete monthly inventory counts on time.


• Use parts management and repair estimate systems proficiently (NAPA Tracs, NEAT, Timely).


• Test drive, park, and shuffle customer vehicles as needed to support shop operations and ensure efficient workflow.


• Uphold health and safety standards by ensuring PPE use, escorting customers safely, completing monthly safety meetings, and maintaining environmental compliance.

What you bring

• Completion of Grade 12 and a minimum of four (4) years of experience in the automotive field as a Service Advisor, Service Writer, or Automotive Parts Advisor.


• Ability to lift 20lbs, bend, reach, walk and stand for long periods of time.


• Class 7 or better BC Driver’s License.


• Excellent customer service and conflict resolution skills.


• Excellent verbal and written communication skills.


• Sales coaching and team member development experience.


• Intermediate knowledge of MS Office Suite products (Word, Excel, Outlook).

The salary range for this position is $51,453.60 to $64,317.00 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%.

What we offer

• 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 every day 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.


• *for permanent employees

Equal Opportunity

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact [e-mail].

Together, Let's Move BC Forward BCAA serves 1 in 3 BC households with industry-leading protection and mobility solutions, including BCAA Home, Car and Travel Insurance, Evo Car Share, Roadside Assistance and full auto repair at BCAA's Auto Service Centres across the province. BCAA also has a long history of keeping our roads safe and giving back in ways that improve the lives of British Columbians and communities throughout our province. At BCAA, we are a purpose led organization, where we maximize Member value while passionately supporting our team members, our communities, and our planet. Our Vision is to be the most trusted organization in British Columbia, absolutely famous for doing the right thing. We bring peace-of-mind to our Members so they can enjoy life more. Our amazing service creates uniquely memorable experiences and ignite unparalleled loyalty. We have been awarded top employer status for several years in a row as one of the best places to work for those who value integrity, teamwork and sustainability. Each of us grows personally and professionally by doing engaging work with inspiring colleagues.