Service Advisor
4 weeks ago
Rivian is a pioneering electric vehicle manufacturer on a mission to keep the world adventurous forever. Our team is comprised of curious, courageous individuals who share a love of the outdoors and a desire to protect it for future generations.
Job SummaryThe Service Advisor will be responsible for delivering exceptional customer experiences at our service locations. This role requires a technical expert with strong communication skills, who can provide guidance and support to our customers and teams.
Key Responsibilities- Support the launch of Service centers by advising on best practices and providing subject matter expertise
- Plan, control, train, coordinate, and provide technical support within assigned teams
- Assist in generating training tools and SOPs for new team members
- Utilize various training methodologies to ensure maximum learning effectiveness
- Maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams
- Deliver exceptional customer experiences and encourage team members to do the same
- Communicate estimated completion times, regular updates, and follow through on each customer vehicle
- Translate customer-reported service-related problems into actionable work orders for technicians
- Determine if technical solutions can be resolved over the phone and perform daily record keeping
- Conduct payment, invoicing, and estimate transactions within the system
- Respond thoughtfully to customer inquiries and escalated operational failures
- Inspect vehicles before delivery to ensure services and/or repairs are performed correctly
- Lead continuous improvement activities as needed
- Administer new and used vehicle warranty repairs in accordance with manufacturer guidelines
- Analyze service lapses that impact customer experience and work with supervisors to ameliorate
- Meet requirements of state and federal law for automobile repair and consumer protection
- HS Diploma or GED preferred
- 3-4 years' experience in a customer-facing role
- Degree or training in team leading/management is a plus
- Experience working and managing teams in fast-paced environments is highly favored
- Product and industry knowledge
- Strong written and verbal communication skills
- Organizational and time management skills
- Flexibility and responsiveness to changing conditions
- Patience, empathy, attention to detail, and a passion for problem-solving
- Basic mathematics skills to prepare and transact estimates and payments
- Ability to read and speak fluent English
- Ability to see, read, and interpret documents
- Minimum age of 21
- Availability for a regular schedule of 40 hours a week, including weekends and holidays
- No driving-related suspensions or revocation of Driver License within a 3-5 year period
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