Service Advisor Job Description: Top Duties and Qualifications

A Service Advisor, or Automotive Service Advisor, is responsible for

communicating with customers about their vehicle repair needs and relaying
information to the Service Technicians. Their duties include greeting
customers and helping them determine repairs and relevant costs, maintaining
up-to-date knowledge about their employer’s range of services and contacting
customers to update them about their vehicle’s repair status.

Service Advisor duties and responsibilities

Full-time Service Advisors spend the majority of their time in an office

setting, although they frequently visit the repair shop. Duties and
responsibilities may include the following: 

 Greeting customers and directing them to an available technician

 Consulting with technicians about needed repairs and alternatives that
can be offered in place of expensive repairs
 Answering customer questions about service outcomes and consulting
with technicians when necessary
 Informing customers about potential cost savings and warranty
protections
 Assisting customer with deciding to fix their car through the dealership’s
shop or trading the vehicle in
 Overseeing and managing the service center’s scheduling and workflow
 Informing customers of changes in service or when their vehicle is ready
to be picked up

What does a Service Advisor do?

Service Advisors typically work for car dealerships or automotive repair

shops to act as liaisons between service staff and customers. They work
closely with Service Technicians to determine pricing for repairs and explain
the reasoning for repair costs to customers. Their job is to help customers
take advantage of repair deals and learn about warranty programs. They may
also be responsible for maintaining repair schedules and ordering car parts for
Service Technicians.
Service Advisor skills and qualifications

Some automotive careers focus on one main skill area, such as finance,
customer service or mechanics. A Service Advisor uses skills from each of
these areas, including: 

 Customer service skills: Service Advisors deal with suppliers, provide

estimates and schedule appointments, so being courteous and friendly is
essential. They also need to be able to handle customer complaints
diplomatically and politely. 
 Communication skills: As a liaison between the customer and
technician, a Service Advisor needs to be able to clearly explain the
technician’s repair recommendations to customers while communicating
customer needs to technicians.  
 Comprehension skills: Service Advisors should be able to comprehend
customers questions and concerns as well as what is being said when
technicians give complex service recommendations. 
 Engineering and mechanical expertise: Having extensive knowledge in
these areas is essential when looking over complex technical documents,
ordering online and speaking with technicians. 
 Troubleshooting skills: Service Advisors need to be able to think on
their feet and quickly resolve issues when customers change their minds
about service work, repairs are running behind schedule or parts arrive
late. 
 Math and writing skills: Service Advisors prepare and calculate
estimates so having good math and writing skills are an essential part of
the job. 

Service Advisor education and training requirements

Individuals interested in becoming a Service Advisor can start their education

while in high school by enrolling in the Automotive Youth Educational
Systems (AYES) program. Often, this program is offered as a partnership
with franchised dealerships and automobile manufacturers. Completing this
program qualifies graduates for postsecondary automotive education or entry-
level technician positions.
While a college degree isn’t usually required, some postsecondary education
is often helpful when looking for full-time employment as employers often
prefer a candidate with experience in the field. Completing an apprenticeship
or formal training can often make finding full-time positions easier. 

Service Advisor experience requirements

Individuals can begin preparing for a service advisor career while in high
school by enrolling in industry-sponsored youth training programs.
Apprenticeships, postsecondary training programs, on-the-job training and
work experience are all required to advance to managerial positions. 

Job description samples for similar positions

If you’re recruiting for positions related to the Service Advisor, see our job
descriptions for similar roles:

 Service Manager

Frequently asked questions about Service Advisors

What is the difference between a Service Advisor and a Service Writer?

The difference between a Service Advisor and a Service Writer is seniority

and the scope of their respective job duties. For example, Service Advisors
are responsible for greeting customers, telling them about their automotive
services and discussing potential repairs or payment options. In contrast,
Service Writers are responsible for typing up repair orders to provide to
Service Technicians. Typically Service Advisors have more experience than
Service Writers, which allows them to perform a more senior role, when
compared to Service Writers. Service Advisors work closely with Writers to
record customer details.

 
What are the daily duties of a Service Advisor?

On a typical day, a Service Advisor starts by reviewing the maintenance and

repair schedules for the day. They contact customers to notify them when
their vehicle is ready and review repair records to make sure there aren’t any
outstanding payments. Throughout the day, they greet customers and meet
with them discuss their repair or maintenance needs. During downtime,
Service Advisors speak with Technicians to check on their progress and keep
customers informed.

What qualities make a good Service Advisor?

A good Service Advisor has a personable nature and excellent customer

service abilities, which enables them to make meaningful connections with
customers and encourage repeat business. They value continued education
and look for ways to enhance their knowledge of automotive services offered
by their employer. This allows them to provide customers with valuable
insights into whether they should repair or trade-in their vehicles. 

Further, a good Service Advisor has superb interpersonal communication,

allowing them to speak with customers who have differing levels of
understanding about automotive services and repair procedures. A good
Service Advisor also needs to have a keen attention to detail to maintain
updated maintenance schedules.

Who does a Service Advisor report to?

Service Advisors usually report to the Service Manager at a car dealership or

automotive repair shop. These individuals hire and oversee Service Advisors
and other personnel. They also act as a point of communication for Service
Advisors who need help answering complex customer questions about repair
and payment options. Service Advisors may also report indirectly to Service
Technicians to provide them with information about a customer’s vehicle to
aid their diagnosis.