Service Advisor
4 weeks ago
Rivian is a pioneering company dedicated to creating a more adventurous and sustainable future. Our mission is to keep the world adventurous forever, and we're committed to making a positive impact on the environment.
Service Advisor RoleThe Service Advisor will play a critical role in delivering exceptional customer experiences at our service locations. This individual will be responsible for providing top-notch service, ensuring customer satisfaction, and working closely with our Operations, Call Center, Retail, and Marketing teams.
Key Responsibilities- Promote team member understanding of company vision and goals
- Support management in planning and executing the launch of Service centers
- Utilize various training methodologies to ensure learning effectiveness
- Encourage team members to deliver a top-notch customer experience
- Answer phone calls, emails, and drive-ins to address customer concerns
- Respond thoughtfully to customer inquiries and escalated operational failures
- Translate customer-reported service-related problems to actionable work orders
- Determine if a technical solution can be resolved over the phone
- Perform daily record keeping in the operating system
- Communicate estimated completion time and regular updates to customers
- Inspect vehicles before delivery to ensure services and/or repairs are performed correctly
- Coordinate and communicate vehicle details with customers prior to delivery
- Analyze service lapses that impact customer experience and work with supervisor to ameliorate
- Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
- Meet requirements of state and federal law for automobile repair and consumer protection
- Lead continuous improvement activities as needed
- HS Diploma or GED preferred
- 2-3 years experience in a customer-facing role or similar in the Automotive industry
- Very strong communication skills
- Remains flexible and responsive to changing conditions
- Exhibits patience, empathy, attention to detail, and a passion for problem-solving
- Organizational and time management skills
- Great attitude with a high-energy personality, excellent customer service skills, and ability to multi-task and thrive in a fast-paced environment
- Strong written and verbal communication skills with ability to translate customer needs
- Basic mathematics skills to prepare and transact estimates and payments
- Ability to read and speak fluent English
- 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
- No driving-related suspensions or revocation of Driver License (within a 3-5 year period)
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.
Equal Opportunity EmployerRivian 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.
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