Hiring the Right Service Advisors for Your Shop

When most shops talk about hiring, the focus usually falls on technicians, and for good reason. But if your customer facing service advisors aren’t performing at a high level, even the best techs can’t make up for the lost revenue and customer churn that follow.

A great service advisor is the bridge between the customer and the technician. They translate repair needs into plain language, build trust, and help ensure every bay stays full. Hiring the right one isn’t luck, it’s a process.

Why the Right Advisor Makes All the Difference

Service advisors impact nearly every key performance metric in a dealership or repair shop:

• Customer satisfaction scores (CSI)

• Upsell and customer-pay revenue

• Technician productivity and morale

• Customer retention and word-of-mouth referrals

A skilled advisor doesn’t just “write tickets.” They know how to listen, educate, and communicate clearly, turning stressful situations into opportunities for long-term loyalty.

What to Look for When Hiring

The best service advisors share a few key traits:

• Strong communication skills: They can explain complex repairs in simple, honest language.

• Empathy: They put themselves in the customer’s shoes, building trust and transparency.

• Sales mindset with integrity: They can recommend legitimate add-on services without feeling “pushy.”

• Organization and multitasking: They manage ROs, tech updates, and customer calls seamlessly.

• Technical understanding: They know enough about vehicle systems to speak confidently with techs.

At Car Guys Inc., we often see that top-performing advisors consistently generate 20–30% more customer-pay revenue than average performers.

Common Hiring Mistakes to Avoid

1. Hiring based solely on experience. A candidate with five years at a dealership isn’t automatically great. Focus on their communication and attitude first.

2. Skipping behavioral questions. Ask how they’ve handled difficult customers or conflicts with technicians.

3. Rushing the process. Filling the counter quickly can lead to costly turnover later.

4. Ignoring cultural fit. Advisors who clash with your techs or managers can tank shop morale fast.

How to Identify Red Flags Early

When conduction interviews, be cautious of candidates who:

• Speak vaguely about teamwork or customer satisfaction.

• Talk more about “selling” than “solving problems.”

• Struggle to describe how they handle tough conversations.

• Avoid discussing how they’ve improved processes or relationships in past roles.

A quick role-play or scenario question often reveals how they’ll perform under real shop pressure.

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How Car Guys Inc. Helps Shops Hire Smarter

At Car Guys Inc., we’ve screened, interviewed, and placed thousands of automotive professionals nationwide. Our recruiting team understands that the right service advisor drives repeat business, strengthens technician efficiency, and protects profitability.

When you work with us, you’ll only see candidates who meet your shop’s culture, communication standards, and performance expectations. We filter out the noise, so you can focus on running your business, not sorting through resumes.

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Final Thoughts

Hiring the right service advisor isn’t just about filling a role — it’s about elevating your entire service department. Take the time to evaluate personality, listening skills, and follow-through as much as you do experience.

If you’re ready to strengthen your front-end team and keep your bays full, Car Guys Inc. can help.

Or Call Us At (877) 750-3358

CarGuys Inc. is a recruitment agency built exclusively for the automotive industry. From technicians and service advisors to salespeople and managers, we connect dealerships and repair shops with qualified talent faster, using AI-powered tools, nationwide reach, and years of hands-on experience.

With over 500 clients and thousands of hires, we don’t just fill positions, we help build stronger teams that drive long-term success.