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.

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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
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Service Advisor Job Description Examples

 

Example 1

World Car Auto Group is currently hiring Automotive Service Advisors.

We are looking for a friendly and motivated individual to join our team.

Compensation:
Starting at $14/hour

Benefits:
Health, Dental and Vision Insurance available

Job Description Includes
Greet Customers
Verify appointments
Consult with mechanics about necessary repairs
Provide customers with in-depth information about available part options
Answer questions about service outcome
Advise customers about warranty protections and potential cost savings
Provide customers with updates regarding the status of their vehicle

Job Qualification:
Upbeat and positive attitude
Customer service skills
Detail oriented
Valid Driver’s License

We perform drug and background screening prior to hiring.

Apply in person at:
World Mazda Kia San Antonio
132 Balcones N, San Antonio, TX 78201

Job Type: Full-time

Pay: From $14.00 per hour

Benefits:
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Vision insurance

Education:
High school or equivalent (Preferred)

Experience:
Customer Service: 1 year (Preferred)

License/Certification:
Driver's License Location: One location
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Example 2

Come join our team at the Kriete Truck Center!

2019 Mack Midwest Dealer of the Year! 2018 Mack Dealer of the Year!

Founded in 1951, this 3rd generation family-owned truck dealership organization headquartered in downtown Milwaukee, WI, with 10 Kriete Truck Centers. Our goal at each of our Kriete Truck Centers is to ensure that our customers have the best Volvo, Mack and Hino dealership experience possible, and _our employees_ make that happen.

Our corporate mission is to make sure all Kriete Group employees have the support and investment they need to grow personally and professionally, while maintaining the highest of business ethics and standards.

We offer a competitive wage and excellent benefits. 8 paid holidays including employee’s birthday, 80 hours PTO within the first year, work boot allowance, uniforms, employee discounts, paid training and 401k employer match!

Position Summary:

Responsible for the day-to-day operation of the customer service desk. Manages, plans and sells service repair orders (RO) from start to finish within the service department. Position is directly responsible for the profitability of each RO as well as the sale of each individual technicians available hours. Service advisor communicates status of RO to customers.

Position Responsibility:
Assist customers via phone, e-mail or walk-in with current and/or future service repairs
Update CRM system with customer updates, estimates and parts needs
Communicate thoroughly and timely with customers regarding pending service repairs
Follow proper systems and procedures, start, follow through and close ROs in a timely manner
Work closely with Service Manager and Service Foreman to insure jobs are transitioned properly between service shifts
Exceeds customer satisfaction index (CSI) scores as set for in Dealer Operating Standards and by Service Manager

Qualifications:
Prefer previous service/technical experience
Prefer previous direct customer contact experience
Must have excellent communication skills

Job Type: Full-time

Benefits:
401(k) matching
Dental insurance
Employee discount
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Monday to Location: One location
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Example 3

Lexus of Freeport Is looking for Automotive Service Advisors to assist our customers with all their Service/Vehicle Needs including but not limited to checking in vehicles, taking Phone calls, finding the solutions to clients problems with vehicle, etc.

Our Ideal Candidates have a friendly/open Personality, Great Communication skills, be able to Multitask and have the ability to resolve issues in a timely and accurate manner. You will be the person who all our Guests/Clients go to to receive their vehicle and/or Loaner.

We want you to be able to make connections with our Clients so each time they come in for service they know a familiar face and have a pleasant full experience at our Dealership.

We Offer:
Competitive Weekly Pay

Medical, Dental, and Life Insurance

Paid Vacation

Paid Holiday

401K Plan

Employee Discount

A Great Work Environment

Unlimited Career Advancement Opportunities

Air conditioned, Heated Building

So much More!

Service Advisor Responsibilities:
Assist walk in/ scheduled Clients

Filing departmental paperwork

Answering incoming calls and assisting

Collecting proper information from customer

Greet Clients and assist with any questions they may have

Complete Daily Tasks

Make Outbound Calls and giving Customer updates

Check on Customers who are Waiting every 30mins/less

Work with Technicians and Parts to obtain Correct vehicle work to be complete

ETC.

Qualifications:
Must have a valid drivers license

Must have a clean and professional appearance

Automotive Experience Prefered

Len Stoler Auto group

A Better Place To Work

Pay is discussed upon interview

Job Type: Full-time

Pay: $50,000.00 - $120,000.00 per year

Benefits:
401(k)
Dental insurance
Employee discount
Flexible schedule
Health insurance
Life insurance
Paid time off
Schedule:
8 hour shift
Monday to Friday
Weekend availability
Supplemental Pay:
Bonus pay

Experience:
Automotive service: 3 years (Required)

License/Certification:
Driver's License Location: One location
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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 salary expectations

A Service Advisor makes an average of $54,724 per year. Salary may depend on level of experience, education and the geographical location.

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:

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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.

Job Description Examples

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