BMW Service Advisor

Pacific BMW is looking to hire an experienced Service Advisor responsible for delivering a premium guest experience with transparent communication, personalized service recommendations, and an ownership experience that reflect BMW's standard of excellence. This position reports to the Service Management team. The department hours are Monday-Friday from 7am-6pm & Saturday from 8am-5pm. This is a full-time, 40-hour position that pays hourly plus commission.

Company Overview:

Pacific BMW is a family-owned Dealership operated in Glendale since 1982. We have a new state of the art facility with upgrades, clean and organized work environment. We are proud to be recognized as an honest, inviting and innovative business amongst the top Southern California dealerships. Our employee benefits include paid-time off, health insurance, complimentary life insurance; dental, vision and supplemental insurance at group rates; 401k with matching employer contribution; tenured and accolated leadership team; and many opportunities for growth and development for all employees.


Qualifications:

• Previous experience as a Service Advisor in luxury automotive, BMW certification is a plus
• Strong customer service background with proven relationship-building skills
• Experience with dealership service systems such as Tekion, X-time, or similar platforms
• Professional appearance and demeanor consistent with a premium brand
• Superior talent to solve customer challenges
• Ability to manage multiple priorities in a high-volume service operation
• Strong written documentation and attention to accuracy
• Proficiency with Microsoft 365
• Valid driver's license with an acceptable driving record
• Multilingual is preferred

Physical Requirements:

• Surroundings: indoors in air-conditioned areas and outdoors exposed to the weather and elements
• Regularly: sitting, standing, walking, kneeling and/or squatting, grabbing objects with hands
• Occasionally: bending, twisting and/or stooping, climbing stairs, lifting, reaching and/or lifting overhead, pushing and pulling

Key Responsibilities:

Guest Experience & Brand Representation

• Welcome BMW guests professionally and courteously on the service drive, establishing trust from the first interaction
• Uphold BMW brand values and dealership service standards throughout the entire service journey
• Build long-term guest relationships through consistent communication, follow-up, and attention to detail

Service Consultation & Communication

• Actively listen to guest concerns and accurately document vehicle symptoms and service needs
• Translate technical information into clear, understandable recommendations aligned with BMW guidelines
• Present maintenance and repair recommendations ethically, confidently, and transparently
• Obtain guest authorization for recommended services and clearly explain scope, pricing, and timelines

Service Operations & Coordination

• Open, manage, and close repair orders with precise documentation
• Collaborate closely with BMW-certified technicians to ensure efficient workflow and accurate repairs
• Monitor repair progress and proactively update guests on vehicle status and completion times
• Review completed work with guests at delivery and explain invoices thoroughly

Customer Satisfaction & Retention

• Address and resolve guest concerns with professionalism, empathy, and urgency
• Support dealership CSI and BMW ownership experience objectives
• Promote BMW maintenance programs, service campaigns, and dealership service offerings

Administrative & Systems Responsibilities

• Maintain accurate guest and vehicle records within dealership management systems
• Comply with all dealership policies, safety procedures, and BMW manufacturer standards

Note: To qualify for employment, the final candidate must submit to a pre-employment investigation that includes a background check, MVR, and drug testing. Pacific BMW is an Equal Opportunity Employer with a Drug-Free work environment.