Service Advisor II - BMW of El Cajon

Sunroad Automotive•El Cajon, CA

About The Position

The Service Advisor II plays a critical role in delivering exceptional customer service while managing and coordinating automotive service and repairs. In this role, you will leverage your experience to handle more complex customer issues, provide technical guidance to customers and service technicians, and contribute to the overall efficiency and success of the service department.

Requirements

2 years of experience in an automotive service advisor role.
Valid driver’s license and safe driving record; required to have California driver's license within 30 days following date of hire.
Proven experience as a Service Advisor in an automotive service environment, with a strong track record of delivering exceptional customer service.
Advanced technical knowledge of automotive systems and repairs.
Ability to lift up to 15 pounds.
Willingness to participate in ongoing training and professional development.
Ability to perform all essential functions of the job description.

Nice To Haves

Training in automotive technology.
Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and service technicians.
Strong organizational skills and the ability to prioritize tasks in a fast-paced environment.
Proficient in computer systems and software used in automotive service departments.
Attention to detail and accuracy in paperwork and financial transactions.

Responsibilities

Welcome and greet customers professionally and courteously.
Listen attentively to customer concerns, accurately document vehicle symptoms, and effectively communicate this information to service technicians.
Provide detailed explanations of recommended services and repairs, including cost estimates and timelines.
Address and resolve customer inquiries and concerns promptly and professionally.
Maintain continuous communication with customers throughout the service or repair process, updating them on progress and any changes.
Coordinate with the parts department to ensure timely availability of necessary parts for scheduled jobs.
Monitor the progress of each vehicle throughout the day, ensuring timely completion of work and updating customers accordingly.
Drive and inspect customer vehicles to identify and recommend additional services or repairs that may benefit the customer based on vehicle condition and manufacturer recommendations including upsell service packages and promotions, as appropriate.
Review completed work orders with customers, explaining the repairs and services performed in detail. Based on vehicle conditions and manufacturer recommendations, recommend additional services or repairs that may benefit the customer. Upsell service packages and promotions as appropriate.
Demonstrate a strong understanding of automotive systems and repairs to provide knowledgeable guidance to customers and service technicians.
Assist service technicians with technical questions or issues as needed.
Provide guidance and support to Service Advisor I colleagues, assisting them in handling complex customer issues and developing their skills.
Collaborate closely with service technicians, parts advisors, and other team members to resolve customer concerns and ensure smooth service operations.
Foster a positive team environment through effective communication and collaboration.
Accurately document all interactions, transactions, and service details in the dealership’s computer systems or service management software.
Prepare detailed repair orders (ROs) and invoices for completed work, ensuring accuracy and completeness.
Collect payments from customers and process transactions promptly and accurately.
Maintain a well-organized and clean work environment, including the service advisor’s desk and customer waiting areas.
Maintain satisfactory attendance.
Perform other related duties as assigned.