Luxury Auto Service Advisor - Guest Experience Leader

Fletcher Jones Motorcars; Santa Monica (CA); On-site; USD 105,000 - 167,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid sick time

Paid vacation

401(k)

401(k) matching

Flexible spending account

Professional development assistance

Life insurance

Employee assistance plan

Disability insurance

Job summary

BMW of Santa Monica is seeking a Service Advisor to deliver a world-class guest experience. You will greet guests, listen to vehicle concerns, document needs, coordinate with technicians, and prepare accurate repair orders to ensure luxury-level service.

The role requires strong communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment while maintaining a professional, guest-focused approach.

Qualifications

• Experience as Service Advisor strongly preferred.
• Strong understanding of repair order documentation, maintenance recommendations, warranty awareness, and service department workflow.
• Valid driver’s license and ability to meet dealership and insurance requirements.

Responsibilities

• Serve as the primary point of contact for service guests and play a critical role in creating a seamless, professional, and luxury-level service experience.
• Listen carefully to customer concerns, document repair and maintenance needs accurately, coordinate with technicians and internal teams, and communicate clearly throughout the repair process.
• Greet guests promptly and professionally, review vehicle concerns, recommend maintenance and repair services based on vehicle needs and manufacturer guidelines, and prepare accurate repair orders.
• Provide timely updates, explain recommendations and repair findings in a way customers can understand, obtain approvals for additional work, and ensure guests are informed of pricing, timelines, and completion status.
• Work closely with technicians, parts, warranty, and management to ensure repair orders are written clearly, work is properly dispatched, and vehicles move efficiently through the service process.
• Identify opportunities to improve customer retention, service sales, and overall department performance by delivering a high standard of communication, follow-through, and guest care.
• Success in this role requires strong attention to detail, sound judgment, excellent interpersonal skills, and the ability to manage multiple priorities in a fast-paced environment while maintaining a calm, polished, guest-focused approach.

Skills

Service advisor experience

Repair orders knowledge

Customer communication

Job description

BMW of Santa Monica is seeking a Service Advisor to deliver a world-class guest experience. You will greet guests, listen to vehicle concerns, document needs, coordinate with technicians, and prepare accurate repair orders to ensure luxury-level service.

The role requires strong communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment while maintaining a professional, guest-focused approach.