What Does a Service Advisor Actually Do?

And How You Can Deliver the Same Results both In Person or Virtually

After talking to people at AutoCare 2025 in Brisbane, it’s clear: most people don’t really know what a service advisor does, let alone how the role can work virtually. Whether you’ve got a service advisor on the front desk, you’re thinking about hiring one, or you’re considering a Virtual Service Advisor (VSA), this post is for you.

Let’s break down what a service advisor does, how these tasks can be handled virtually, and what you can do, no matter your setup. To deliver top-notch customer service, get cars out the door faster, and put more money in your bank account.

The Service Advisor’s Core Responsibilities

Here’s what needs to happen in every successful workshop, whether it’s done by someone on-site, a VSA, or a mix of both:

1. Welcoming and Listening

In Person: The service advisor greets customers, listens to their concerns, and asks the right questions.
Virtually: A VSA can handle online bookings, respond to web enquiries, and even call customers before they arrive to pre-qualify their needs. We like to send a pre-arival form. This means when the customer walks in, you already know what they want, saving time and making them feel valued.

2. Translating Customer Concerns for Technicians

In Person: The advisor writes up job cards, notes symptoms, and briefs the techs.
Virtually: A VSA can create digital job cards, update your workshop management system, and send clear notes to your team before the car even arrives. This way, your techs can get started straight away.

3. Managing Bookings and Workflow

In Person: The advisor juggles the calendar, assigns jobs, and keeps things moving.
Virtually: A VSA can manage your digital calendar, send reminders to customers, and even coordinate with your team via chat. No more double-bookings or missed appointments.

4. Keeping Customers in the Loop

In Person: The advisor calls or texts customers with updates and approvals.
Virtually: A VSA will watch as the job progresses and can inform the customer to keep them primed ready for the message about any additional work to then obtain approval so customers get timely info, and you don’t lose time chasing approvals.

5. Quoting, Upselling, and Explaining Value

In Person: The advisor explains what’s needed, answers questions, and gets approvals.
Virtually: A VSA can prepare quotes, send them for digital approval, and follow up with a message. They can even send photos or videos of the car to build trust. If you use a DVI (Video or Photo “Digital” Vehicle Inspection) even better as then your tech’s works are 10X more powerful then any Virtual Service Advisor or Service Advisor

6. Handling Parts and Paperwork

In Person: The advisor orders parts, checks pricing, and manages invoices.
Virtually: A VSA can source parts, compare supplier prices, and handle all the admin, often faster and with fewer mistakes, because they’re focused on these tasks (not being interrupted at the counter).

7. Delivering the Car and Closing the Loop

In Person: The advisor walks the customer through the work done and books the next visit.
Virtually: A VSA can send a digital summary, follow up with a thank-you message, and even pre-book the next service. They can also request reviews, boosting your online reputation.

Who Does What? (A Simple Map)

What If You Don’t Have a Service Advisor?

If you’re running the front desk yourself, you’re probably stretched thin. Here’s what you can do to get the same results:

• Automate what you can: Use booking tools, SMS reminders, and digital job cards.

• Outsource admin: A VSA can handle the quotes, bookings, and follow-ups remotely, freeing you up for the workshop.

• Use scripts and checklists: Make sure every customer gets the same great experience, even if you’re busy.

• Batch your admin: Set aside time each day for calls, and follow-ups, don’t let them pile up.

The Bottom Line: How to Get Cars Out Sooner and Make More Money

Whether you have a Service Advisor, a VSA, or you’re doing it all yourself, the key is consistency and communication.

• Customers want to feel heard and informed.

• Techs want clear instructions and no delays.

• You want jobs finished, paid, and customers coming back.

A great Service Advisor, on-site or virtual, makes all of this happen. They keep the wheels turning, the customers happy, and the money flowing.

Want to see how a VSA could work for your workshop?

Book a free session with us at Workwise Auto Solutions. We’ll show you how to streamline your workflow, boost your profits, and deliver the kind of customer service that keeps people coming back.