Service advisors, also referred to as service writers or service consultants, are essential to an auto shop. Acting as a liaison between technicians and customers, without them some information would be lost in translation. Service advisor training equips you to provide friendly, clear service to car owners, relaying their problems and concerns to mechanics in efficient technical language. Service advisors possess a combination of excellent product knowledge and people skills, bridging any gaps that could exist between the average driver and a technical expert.

Service advisor careers are full of scheduling, estimating time and costs, and summarizing what will be done to a vehicle. Work status, dates, and new information from the mechanic can all be updated for customers through a service advisor. Fluent in both technical language and lay terms, they are the main point of contact for a customer and the friendly face they can trust with their questions. Curious about why service advisors are so key to an auto shop? Read on for more about their qualities, role, and skills!

Why Service Advisors Are so Important

The role of a service advisor:

• make a shop run smoothly 
• let mechanics focus on their technical role
• keep customers comfortable and informed

Roles help workplaces function better: A study on team dynamics showed that collaboration in a workplace is better with clearly defined roles. 

Customer Service

• Positive, friendly presence in the shop
• Main point of contact for customers
• Efficient source of information 
• Able to understand issues and quickly convey them to mechanics 

The percentage of people who say their service advisor gave helpful advice jumps by 70 points when the advisor focused on them and their concerns during their visit.

Communication

• Speak in both lay terms and technical language
• Answer questions with extensive product knowledge
• Listen accurately and interpret needs
• May have a shorthand with mechanic for efficiency
• Know how customers prefer to be contacted – be it email, phone, or text

28% of customers prefer using online channels to schedule auto services, compared to 59% who prefer phone.

Trust

• Show customers concern and attention 
• Explain the value of services to customers
• Accurately describe issues to mechanic

Knowing a vehicle’s history and status as well as performing a vehicle walk-around increases how much value a customer perceives from a service advisor.

Logistics

• Allow technicians to focus on mechanics and problems
• Split up focus and roles for increased team efficiency
• Give customers a resource that isn’t the mechanic

Sales

• Help customers decide what services they need
• Sell additional services that benefit the customer
• Know what is offered at the shop to satisfy requests