Service advisors are professionals who connect repair shops and dealerships with the customers they serve. As a public-facing role, advisors require a rather different skill set than automotive repair. If you pursue this track, you’ll be combining skills learned through your hands-on automotive training with robust customer service competency.

NYADI The College of Transportation Technology provides an automotive technology program in Jamaica, New York, that helps prepare you for this role and more. Here, we cover the skills and abilities that are key to success as an automotive service advisor.

What Are Automotive Service Advisors?

First, what are service advisors? These professionals are the primary point of contact between customers and auto technicians. They are responsible for gathering information from the customer, answering questions, and helping them understand the service options available to them – including ways to save. They may also handle service center scheduling and inventory.

By fulfilling their duties, service advisors ensure that information flows smoothly between the service team and the customer. This not only leads to more effective, efficient service but also helps customers feel confident in the company, making them more likely to return.

Key Skills to Develop

Like other careers in the automotive industry, service advisors need strong technical skills. However, because they are customer-facing, they should also develop excellent customer service skills for the best results. Fortunately, you can practice all of the following through your vocational program at NYADI:

Technical Ability

Service advisors may not be directly involved with vehicle repair. However, they are still responsible for assisting with the initial assessment and providing a cost estimate. Extensive technical ability is essential to provide accurate estimates, answer customer questions, explain complex automotive topics, and order the correct parts for a repair.

Familiarity With Software

Modern repair shops and dealerships rely on digital software to diagnose problems, keep customer and billing records, maintain a parts inventory, and more. Service advisors must be familiar with this software and able to use it effectively. They may also use other companies’ software to order parts from manufacturers or request insurance coverage.

Problem-Solving

Vehicle service and sales don’t always go as expected from the start. Necessary parts may arrive late, service technicians may be overloaded with jobs, or customers may change their minds about a repair or purchase. When this happens, service technicians must think on their feet to develop and implement a solution that satisfies all parties.

Active Listening

When customers arrive with a question or complaint, it is the service advisor’s job to understand their concerns and provide a satisfying answer. This requires active listening. The ability to pay attention and clarify questions will improve your understanding of the customer for superior service. It’ll also help customers feel heard, building a positive relationship.

Communication

Not only must service advisors be good listeners, but they must also be good communicators. Part of this involves passing on the customer’s concerns and requests to the service staff who will carry them out. It also involves explaining topics to the customer, which may require translating technical terminology into language that inexperienced individuals will understand.

Patience

People rely on their vehicles to get to work, go shopping for necessary items, and stay connected with family. It can be distressing when those vehicles break down, especially when repairs may be costly. Service advisors must be patient and professional when dealing with stressed and upset customers, or with difficult or abrasive personalities.

Organization and Time Management

Finally, an effective service advisor is organized. When seeing multiple customers over the course of the day, they need to keep large amounts of information in order. In addition, some service advisors are responsible for scheduling their technician team. Effective time management is essential to maintain productivity and avoid overflow.

Start Training for an Automotive Service Advisor Career Today

Does service advisor sound like the right career for you? Get started today at NYADI. Located in Jamaica, NY, we teach certification and degree programs to prepare students with the skills they will need for future success. We also provide career services to help students secure their first positions in the industry and offer financial aid opportunities to students who qualify. Contact an admissions representative today to learn more about our programs and enrollment.