Service Advisor - BMW of Chula Vista

BMW of Chula Vista, 670 Main Street, Chula Vista, California, United States of America

Service Advisor I - BMW of Chula Vista

Non-Exempt

Job Summary:

Service Advisor I is the primary liaison between the service department and customers. This role involves assessing customer needs, scheduling service appointments, and managing the service process to ensure high level of customer satisfaction. Service Advisor I plays a critical role in facilitating communication, providing information, and ensuring the efficient operation of the service department.

Essential Functions:

• Greet customers in a professional and friendly manner upon arrival, listen to understand customer concerns and needs related to their vehicle or service requirements, and promptly and professionally address any questions, concerns, and complaints promptly and professionally.
• Provide clear and accurate information regarding services, repairs, and maintenance.
• Create and manage service orders, including documenting customer complaints, service needs, and vehicle information, and maintain detailed and accurate records of service history, customer information, and vehicle details.
• Collaborate with technicians to ensure accurate diagnosis and completion of service work.
• Foster a positive team environment through effective communication and collaboration.
• Provide customers with estimates and updates on their service progress, keeping them informed about the status, any delays, and additional recommendations.
• Prepare and process service invoices, ensuring accuracy in billing and documentation.
• Ensure that all service work meets company quality and customer satisfaction standards.
• Conduct follow-up calls or surveys to assess customer satisfaction and address any post-service issues.
• 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.
• Monitor inventory levels of service parts and supplies, coordinate with the parts department as needed, and ensure that required parts are ordered and available for scheduled services.
• Adhere to company policies, procedures, and industry regulations.
• Maintain a clean and organized workspace to support an efficient and professional service environment.
• Maintain satisfactory attendance.
• Perform other related duties as assigned.

Supervisory Responsibilities:

• None.

Qualifications:

Minimum Qualifications:

• Valid driver’s license and safe driving record; required to have California driver's license within 30 days following date of hire.
• 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.

Preferred Qualifications:

• A minimum of one year of driving experience.
• Strong communication and interpersonal skills, with the ability to build and maintain customer relationships.
• A basic understanding of automotive repair and maintenance procedures is preferred.
• Proficient in office software and service management systems.
• Excellent organizational skills with the ability to multitask and manage time effectively.
• Ability to work in a fast-paced environment and professionally handle customer inquiries and concerns.

Physical Demands:

• Prolonged periods of standing while interacting with customers, attending to service orders, and coordinating with the service team.
• Frequently move around the service area to assist customers, check on service progress, and interact with team members.
• Extended periods of sitting at a desk or workstation to handle administrative tasks such as entering data, preparing invoices, and managing schedules.
• Repeated keyboard and mouse use for data entry, managing service records, and communicating via email or software.
• Frequently lift and carry items weighing up to 15 pounds.
• Typical dealership or repair shop environment, including noise, dust, and varying temperatures.
• May occasionally visit service bays or workshops to discuss vehicle issues with technicians.
• Many odors may be present.

Employee Benefits Include:

• Emplo…