Yeah what exactly does a service writer do except run interference for the mechanics? I have never run into one that seems to have even a small working knowledge of how cars work. They always seem to tell me things that are meant to pacify me, instead of the straight scoop. The fact that I cannot talk directly to the guy working on my stuff keeps me away from the dealerships more than the premium dollars that I know the dealer will cost me.
I've found that the best service advisers have experience as a parts counter person and/or a technician with a strong understanding of how things work. A good adviser will know how to pull information out of a client in regards to their concern... A great adviser will be able to do that and keep the client informed/up sell without getting squeamish when talking to the customer.
I was an adviser for many years before deciding to move out to the shop as a foreman, and the hardest place I found to work was at a diesel truck dealership with heavy OTR traffic. Each vehicle required 5-6 phone calls to get completed.
Good luck, I hope you enjoy the team you're working with, it'll make it a lot better if you do.
