Service advisors are essential to making sure customers have appointments booked and make it in on time. Without service advisors, businesses would be chaotic. Customers would just show up willy nilly, and there would be no structure.
Thankfully, service advisors like you are around to save the day. You're the face that greets customers and makes sure they have a time that doesn't overlap with another customer's appointment. But you also write service orders and provide explanations to customers.
Service advisors translate terminology and other technical explanations that just aren't understandable. They're able to break it down so customers understand what is going on with their service or product. A hero in disguise is what you are.