Service Advisor III

2 days ago

Lake Forest, California, United States Rivian Full time
About Rivian

Rivian is a pioneering company dedicated to creating a sustainable future through innovative electric vehicles and exceptional customer experiences. Our mission is to empower people to explore the world without limits, while protecting the environment for future generations.

Job Summary

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

Key Responsibilities
  • Promote a culture of customer-centricity and ensure that all team members understand the company's vision and goals.
  • Support management in planning and executing the launch of Service centers, ensuring a smooth and successful transition.
  • Utilize various training methodologies to ensure learning effectiveness and promote a culture of continuous improvement.
  • Encourage team members to deliver a top-notch customer experience, working every day to deliver exceptional results.
  • Respond to customer inquiries and escalated operational failures in a timely and thoughtful manner, applying sound problem-solving skills to maintain a high standard of quality.
  • Translate customer-reported service-related problems into actionable work orders for technicians to complete.
  • Determine if a technical solution can be resolved over the phone, perform detailed daily record keeping, and communicate estimated completion times and regular updates to customers.
  • Inspect vehicles before delivery to ensure services and/or repairs are performed correctly.
  • Coordinate and communicate the details of every vehicle with each customer 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.
  • Read and comprehend instructions, follow established procedures, and assist in the development of standardized work.
  • Communicate best practices, problem resolution, and performance data to Supervisor and boundary partners as needed.
  • Maintain a high-quality relationship with all departments within the organization.
  • Support and participate in initial Launch activities for setting up SC locations and model change activities.
Requirements
  • HS Diploma or GED preferred.
  • 2-3 years' experience in a customer-facing role or similar in the Automotive industry (Automotive experience preferred but not required).
  • 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 able to multi-task and thrive in a fast-paced environment.
  • Strong written and verbal communication skills with an 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 License (within a 3-5 year period).
Pay Disclosure

Salary Range/Hourly Rate for California-Based Applicants: $30.75 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.

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.

Candidate Data Privacy

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.

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