Senior Service Advisor

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 $53,254.44 to $66,568.08 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

We’re always looking for amazing people like you. Apply today!