Service Advisor - BMW/MINI Langley

Job summary

The Service Advisor is responsible for managing customer inquiries, writing repair orders, and ensuring accurate documentation of vehicle concerns. They also monitor work-in-progress to ensure repairs are completed on time while maintaining high levels of customer satisfaction and dealership profitability.

Job details

DRIVING POSSIBILITIES Position: Service Advisor Employment Status: Full-Time Dealership: BMW/MINI Langley Department: Service Compensation: from $85,000 to $115,000 annually We are proud of our forward-thinking culture developed over 40 years of continuous improvement initiatives. OpenRoad is one of the largest and fastest growing automotive retail groups in the country (representing 23 brands across 44 locations) with a shared vision to become the national automotive leader in customer experience. As one of “Canada’s Best Employers” and “Best Managed Companies”, we are looking for team players who are excited to continually learn, work hard, and take ownership of their role. Our size doesn't define us, our people do. No one is just a number here, everyone matters, and our culture is the foundation of our success. If you love the idea of joining an organization with unlimited possibilities to accelerate your career, then apply to OpenRoad and grow with us today! A Career at OpenRoad Means You’ll Enjoy: Opportunity to work with a variety of OEM Brands including Acura, Audi, BMW, Buick, Cadillac, Chevrolet, Chrysler, Dodge, GMC, Honda, Jaguar, Jeep, Land Rover, Lexus, Mazda, Mercedes-Benz, MINI, Porsche, Ram, Rolls-Royce, Subaru, Toyota, Volkswagen Exclusive perks and benefits, including a Discounted Vehicle Purchasing Program, RRSP matching, and referral bonuses Comprehensive extended health and dental plan (applicable for full-time positions only) Strong focus on training, development, and internal promotion opportunities Be part of collaborative, friendly, and progressive work culture with an emphasis on transparency, innovation, relationship, and empowerment Be part of a culture that celebrates you through employee recognition programs and engagement events SUMMARY: The Service Advisor performs a combination of duties to increase customer satisfaction by building strong customer relations and increases profitability by maximizing service sales and gross profit. The Service Advisor plays a key role in customer retention and satisfaction. ROLE & RESPONSIBILITIES: Handle customers inquiries promptly and accurately, listen to vehicle concerns and write repair orders. Ensure repair orders and all paperwork is legibly and accurately completed, with all customer requests or points of concern documented. Obtain all customer (including signature) and vehicle data and fill in required spaces on all repair orders. Process all paperwork as jobs are completed. Review all repairs and changes with customer upon delivery of vehicle. Assist in scheduling customer vehicles for service work by allowing adequate time for repairs/maintenance and securing additional time as required. Monitor work-in-progress to ensure that repairs are being performed properly and time schedule is being met as promised. Notify customers if delays are expected or additional work is needed. Use service files to suggest additional repairs or services if required. Estimate costs and completion times, do not hesitate to ask Service Manager for assistance. Identify and give special attention to repeat repairs, assign original technician on all comeback jobs. Notify customers when backorder parts become available. Determine warranty coverage and verify repair date, mileage, etc. Resolve all customer complaints for a win/win outcome. Implement/suggest preventative measures to reduce number of complaints. Perform walk-around inspection on all customer vehicles noting damage such as: scratches, dents, missing hubcaps, etc. Arrange for alternate transportation as needed and manage loaner vehicles. Work to improve dealership CSI and general customer satisfaction in accordance with OpenRoad’s philosophies, policies and procedures. Maintain paperwork and ensure reception area is in a clean and orderly fashion. Must follow company safety policies and practices, and immediately, report any and all accidents to a Manager/Supervisor. This position will be expected to perform other duties as assigned by management. OpenRoad reserves the right to modify this job description as business needs require. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Working knowledge of automotive equipment. Knowledge of techniques of customer satisfaction and retention. Ability to maintain records and prepare reports using a computerized equipment maintenance system. Ability to work cooperatively with all levels of the organization. Ability to communicate with others and to assimilate and understand information, in a manner consistent with the essential job functions. Ability to operate assigned equipment. Ability to make sound decisions in a manner consistent with the essential job functions. A valid Ontario driver’s license, with a clean driving record. Internal Candidates: To be considered, please complete and submit the Internal Endorsement Form available on SharePoint. Please ensure all required information is provided, as incomplete submissions may delay the application process Grow Your Career at OpenRoad! We are an equal opportunity employer that values diversity, inclusion, and respect in the workplace. We are committed to creating opportunities for our associates to learn, advance their careers, and reach their full potential. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

What you’ll do

The Service Advisor is responsible for managing customer inquiries, writing repair orders, and ensuring accurate documentation of vehicle concerns. They also monitor work-in-progress to ensure repairs are completed on time while maintaining high levels of customer satisfaction and dealership profitability.

Requirements

Candidates must possess a working knowledge of automotive equipment and techniques for customer retention. A valid driver's license with a clean driving record is required for this position.

Benefits

• Discounted Vehicle Purchasing Program • RRSP Matching • Referral Bonuses • Extended Health Plan • Dental Plan • Training And Development • Employee Recognition Programs

Listed skills

• Vehicle Inspection · Preferred
• Communication · Preferred
• Data entry · Preferred
• scheduling · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Automotive Equipment Knowledge
• Customer Satisfaction
• Customer Retention
• Repair Order Documentation
• Service Sales
• Vehicle Inspection
• Conflict Resolution
• Scheduling
• Communication
• Technical Troubleshooting
• Warranty Coverage Determination
• Data Entry
• Report Writing
• Equipment Maintenance
• Good Driving Record
• Valid Driver's License
• Customer Relationship Management
• Customer Service
• Continuous Improvement Process
• Training And Development
• Empowerment
• Sales
• Gross Profit
• Innovation
• Purchasing
• Microsoft SharePoint

Job areas

• Customer Service & Support
• Retail
• Transportation
• BMW Service Advisor
• Automotive Customer Service Representative
• Contact Centre Information Clerks
• Customer Service Representatives