Service advisor
The dealership employee who greets service customers, writes the repair order, communicates recommendations and status, and closes the visit.
Advisors are the reason a service BDC exists: every call an advisor takes is a customer on the drive who waits. A BDC or AI answering the phone keeps advisors on the lane and customers in front of them.
In practice
A service advisor typically handles a dozen or more customers a day, each with a write-up, a walk-around, a status call and a close. Every inbound phone call that reaches the advisor is a customer on the drive who waits, and every customer who waits is a lower survey score. That tension is why service departments route phones to a BDC, an appointment center or an AI that books directly into the advisor's schedule.
How the role relates to the BDC
The BDC feeds the advisor: it books the appointment, attaches op-codes, flags recalls and reserves the loaner, so the advisor starts the visit with a complete picture. In Alpha Drive AI, the advisor also receives transfers with the transcript attached when a customer needs a person mid-call.
Also called: service writer.
Read the chapter: Service BDC →
Related terms
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