Automotive Service Advisor
An Automotive Service Advisor plays a crucial role in the automotive repair and maintenance industry, acting as the main point of contact between customers and service technicians. Their responsibilities include advising customers on vehicle service options, providing estimates for repairs and maintenance, and managing customer feedback and complaints. Typically employed in repair shops or dealerships, these advisors must possess strong customer service and communication skills, as they often interact with clients face-to-face and over the phone.
Automotive Service Advisors generally do not perform repair work themselves; instead, they assess vehicles, often by test-driving them, and liaise with technicians to understand the necessary repairs. They must be efficient in producing estimates and explaining costs and timelines to customers. While a high school diploma is the minimum educational requirement, additional training in automotive management and industry certifications can enhance job prospects. The position does not require previous experience but does involve short-term on-the-job training. Job outlook indicates a slight decline in employment opportunities in this field.
Automotive Service Advisor
Snapshot
Career Cluster(s): Manufacturing, Transportation, Distribution & Logistics
Interests: Automobile repair, solving problems, customer service, communicating with others
Earnings (Yearly Median): $39,680 per year $19.08 per hour
Employment & Outlook: -5% (Decline)
Entry-Level Education High school diploma or equivalent
Related Work Experience None
On-the-job Training Short-term on-the-job training
Overview
Sphere of Work. Automobile service advisors are responsible for advising customers about all aspects of routine and emergency automotive repair and maintenance. They may test-drive or visually and manually check vehicles to determine the repairs or services needed. They review estimates with customers either in person or over the phone and explain the costs and time needed to make the repairs. They also handle any customer feedback or complaints.
Work Environment. Automobile service advisors most often work in automobile repair and maintenance facilities or in new or used automobile dealerships. They may spend considerable time interacting with technicians in service areas to understand the repair work that is needed, but they do not generally perform the work themselves. Automobile service advisors tend to spend many hours on their feet and must be able to work quickly and efficiently.
Occupation Interest. Individuals drawn to the profession tend to be interested in automobiles and have some experience in automobile repair. They enjoy solving complex problems and are stimulated by interaction with customers. Automobile service advisors are able to assess any needed repairs to an automobile quickly, and they are able to calculate the time and expense involved accurately. Above all, they must have excellent customer service and communication skills.
A Day in the Life—Duties and Responsibilities. The daily duties of an automobile service advisor include greeting customers as they enter the facility and gathering information about their vehicles. Advisors may also interact with insurance adjusters to share damage assessments and towing company representatives to ensure proper handling of damaged vehicles. Automobile service advisors make routine service recommendations using databases of manufacturer specifications and estimate maintenance service costs and the time needed to complete the service.
When a car is damaged or otherwise malfunctioning, the process for estimating repair costs can be more complex. The automobile service advisor will visually inspect the vehicle and may also drive it to assess performance and better understand the customer’s requests and needs. In some cases, more advanced diagnostics may be needed, and advisors will work with automobile technicians to perform detailed diagnostic work and present their findings to the customer.
Automobile service advisors are responsible for producing estimates for repair or maintenance work, and they must be able to do so fairly quickly. Advisors explain the recommended work to customers, either in person or over the phone. They then manage communication at every stage of the process. If additional work is needed during routine servicing or if the scope of repair grows, the advisor must explain the changes to the customer and outline any additional costs that will be incurred. When a customer picks up their vehicle, the advisor reviews the work that has been done, goes over any additional findings, processes the payment, and explains any future maintenance that may be needed.
Work Environment
Immediate Physical Environment. Automobile service advisors work in or adjacent to the service areas of new and used car dealerships or in large repair facilities. Many facilities are open on weekends and in the evenings to meet the needs of their customers.
Human Environment. Automobile service advisors work closely with the public. They communicate with customers face-to-face and over the telephone, and they also interact with other service advisors, repair technicians, and service managers during the workday. In some facilities, advisors also serve as supervisors and managers of technicians, so some experience with supervision and human resources is important.
Technological Environment. Automobile service advisors use a variety of technological tools to estimate repairs and perform diagnostic tests. Parts pricing data, manufacturer’s service recommendations, and customer information are all managed through computers. Automobile service providers may also employ email communication and use the Internet to research complex problems or order parts.
Education, Training, and Advancement
High School/Secondary. Students interested in the field of automobile service advising should take courses in communications, English, and math. Many technical and vocational high schools offer courses in automobile repair, which can provide an excellent background for a career in the industry.
Postsecondary. Postsecondary education is not always required but may be preferred by some employers. Some technical and community colleges offer two-year degrees in automotive management. Courses in communications, marketing, customer service, and business math are also important. Many programs offer apprenticeships and placement services. Industry certification is becoming increasingly common as well.
Related Occupations
− Automotive Parts Service Clerk
Bibliography
"Customer Service Representatives." Occupational Outlook Handbook. Bureau of Labor Statistics, US Department of Labor, 17 Apr. 2024, www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm. Accessed 26 Aug. 2024.
"Occupational Employment and Wages, May 2023 43-4051 Customer Service Representatives." US Bureau of Labor Statistics Occupational Employment and Wage Statistics, 3 Apr. 2024, www.bls.gov/oes/current/oes434051.htm. Accessed 26 Aug. 2024.