The Service Advisor is one of the most important positions in a dealership service department or an independent auto repair shop. That’s because the Service Advisor greets customers, listens to their concerns, recommends repairs and maintenance, and writes the repair orders.
While the vehicle is in the shop, the Service Advisor communicates with the technicians to explain the repair order, if necessary, and to gather information about a diagnosis in order to prepare an estimate. Then the Service Advisor communicates with the customer throughout the process.
The Service Advisor may be required to go on test drives with the customer in order to demonstrate a condition to the technician. When the customer returns to pick up the vehicle, the Service Advisor reviews the repairs and the invoice with the customer.