Service Advisor

Rivian is a pioneering company that's revolutionizing the automotive industry with its innovative electric adventure vehicles. Our mission is to keep the world adventurous forever, and we're seeking talented individuals to join our team.

We're looking for a highly skilled Service Advisor to join our team at Rivian. As a Service Advisor, you'll be responsible for delivering exceptional customer experiences at our service locations. You'll work closely with our customers, Operations, Call Center, Retail, and Marketing teams to ensure seamless service delivery.

• Train, develop, and mentor team members to ensure they understand our company vision and goals.
• Generate training tools and SOPs for new team members to ensure a smooth onboarding process.
• Supervise and support Team Members and Team Leaders to empower them to continuously improve their processes and resolve problems collaboratively.
• Teach team members and team leaders to resolve problems by working collaboratively with each other.
• Utilize various training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness.
• Assist in the development of standardized work and read and comprehend instructions and follow established procedures.
• Monitor and manage budget cost center for role-specific expenses, such as vehicle rentals, loaners, and Goodwill.
• Lead continuous improvement activities as needed.
• Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager.
• Maintain high-quality relationships with all departments within the organization and collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Work every day to deliver an exceptional customer experience and encourage team members to do the same.
• Communicate estimated completion time, regular updates, and follow through on each customer vehicle.
• Translate customer-reported service-related problems to actionable work orders for technicians to complete.
• Determine if a technical solution can be resolved over the phone and perform detailed daily record keeping in the operating system.
• Conduct payment, invoicing, and estimate transactions within the system and walk customers through a summary of all transactions.
• Respond thoughtfully to customer inquiries and escalated operational failures in a timely fashion.
• Inspect vehicles before each customer delivery to ensure services and/or repairs are performed correctly.
• Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines.
• Analyze service lapses that impact customer experience and work with supervisor to ameliorate.
• Meet requirements of state and federal law for automobile repair and consumer protection.
• Read and comprehend instructions and follow established procedures and assist in the development of standardized work.

• HS Diploma or GED preferred.
• 5+ years' experience in a customer-facing role.
• Experience working and managing a team in a fast-paced environment is highly favored.
• Degree or training in team leading/management is a plus.
• OR, a combination of education and experience.
• Working knowledge in Excel, Word, PowerPoint, and Outlook programs.
• Experience leading and mentoring a team of 4 or more.
• Continuous improvement process experience.
• Effective and professional oral and written communication skills with an ability to translate customer needs.
• Demonstrated problem-solving skills.
• Strong team orientation.
• Organizational and time management skills. Ability to meet deadlines and stay within budget.
• Ability to set tasks and responsibilities.
• Quick and appropriate decision-making abilities.
• Product and industry knowledge, Automotive experience preferred.
• Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving.
• Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment.
• Basic mathematics skills to prepare and transact estimates and payments.
• Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
• Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
• Minimum age of 21.
• Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours.
• No driving-related suspensions or revocation of Driver License (within a 3-5-year period).

Salary Range/Hourly Rate for California-Based Applicants: $42.57 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental, and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [insert email address].

Rivian may collect, use, and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (Candidate Personal Data). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security, and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing, and improving our application and recruitment process, including assessing you and your application and conducting employment, background, and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory, and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement, and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third-party application services.