Service Advisor III

4 weeks ago

Tualatin, Oregon, United States Rivian Full time
About Rivian

Rivian is a pioneering electric vehicle manufacturer dedicated to creating a sustainable future. Our mission is to keep the world adventurous forever, and we're seeking a talented Service Advisor III to join our team.

Role Summary

The Service Advisor III will be responsible for delivering exceptional customer experiences at our service locations. This role requires a strong technical acumen, excellent communication skills, and the ability to think critically in fast-paced environments. If you're passionate about problem-solving, have a customer-centric approach, and thrive in dynamic settings, we encourage you to apply.

Key Responsibilities

• Promote a culture of continuous improvement and excellence within the service team
• Collaborate with cross-functional teams to ensure seamless customer experiences
• Utilize various training methodologies to enhance team member skills and knowledge
• Encourage team members to deliver top-notch customer service and work towards achieving exceptional customer satisfaction
• Respond to customer inquiries and concerns in a timely and professional manner
• Translate customer-reported issues into actionable work orders for technicians to complete
• Determine the feasibility of resolving technical issues over the phone and maintain accurate daily records
• Communicate estimated completion times, regular updates, and follow through on each customer vehicle
• Inspect vehicles before delivery to ensure services and repairs are performed correctly
• Coordinate and communicate vehicle details with customers prior to delivery
• Analyze service lapses that impact customer experience and work with supervisors to improve
• Administer new and used vehicle warranty repairs in accordance with manufacturer guidelines
• Meet state and federal laws for automobile repair and consumer protection
• Lead continuous improvement activities as needed
• Maintain a high-quality relationship with all departments within the organization
• Support and participate in initial launch activities for setting up service center locations and model change activities

Qualifications

• High school diploma or equivalent preferred
• 2-3 years' experience in a customer-facing role or similar in the automotive industry (automotive experience preferred but not required)
• Strong communication skills
• Ability to remain flexible and responsive to changing conditions
• Organizational and time management skills
• Great attitude with a high-energy personality, excellent customer service skills, and ability to multi-task and thrive in fast-paced environments
• Strong written and verbal communication skills with ability to translate customer needs
• 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's license (within a 3-5-year period)

Equal Opportunity

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.

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