Service Advisor

Rivian is a pioneering company that's dedicated to creating a more adventurous and sustainable future. Our mission is to design and manufacture electric vehicles that are not only environmentally friendly but also exhilarating to drive.

We're seeking a highly skilled and customer-focused Service Advisor to join our team. As a Service Advisor, you'll play a critical role in delivering an exceptional customer experience at our service locations. You'll be responsible for providing technical expertise, resolving customer issues, and collaborating with our Operations, Call Center, Retail, and Marketing teams to ensure seamless service delivery.

• Act as a subject matter expert in service operations, providing guidance and support to management and team members.
• Support the planning, execution, and control of service operations, including training, coordination, and technical support.
• Assist in generating training tools and SOPs for new team members.
• Utilize various training methodologies to ensure maximum learning effectiveness.
• Maintain a high-quality relationship with all departments within the organization, collaborating and maintaining high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams.
• Work every day to deliver an exceptional customer experience, encouraging 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, perform detailed daily record keeping in the operating system.
• Conduct payment, invoicing, and estimate transactions within the system, walk our customers through a summary of all transactions.
• Respond thoughtfully to customer inquiries and escalated operational failures in a timely fashion, applying sound problem-solving skills to maintain a high standard of quality to our customers.
• Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly.
• Lead continuous improvement activities as needed.
• 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 the state and federal law for automobile repair and consumer protection.
• Read and comprehend instructions and follow established procedures, assist in the development of standardized work.
• May perform other duties as assigned.

• 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 of working and managing a team in a fast-paced environment is highly favored.
• Experience leading or mentoring teams of 4 or more.
• Product and industry knowledge.
• Very strong written and verbal communication skills, with an ability to translate customer needs.
• Organizational and time management skills.
• 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 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. 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: $26.98 - $33.73 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).

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 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 see our Candidate Data Privacy Notice for more information.