About Rivian
Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Role Summary
The Service Support Field Advisors are the on-site liaison between the Centralized Service Support Operations Center and on-site Service Center Operations as well as the end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, and/or connectivity questions, and roadside or servicing/repair of their Rivian vehicle.
Please note, this is a proactive job posting, which allows us to build a pipeline of qualified candidates who we can consider for future openings. You will be contacted if a position matching your qualifications becomes available.
This position is for nationwide interest, and you will be able to select your top 3 locations in the application process.
Responsibilities
Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
The Service Support Field Advisors are the on-site, end-to-end point of contact for Rivian owners/fleet companies needing roadside assistance and/or vehicle, charging, and connectivity education/repair/maintenance. Customer interaction can occur in person or through an omnichannel solution (phone calls, emails, chat, SMS/text).
Utilizing strong listening/comprehension skills, you will triage the situation in person or through over-reporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customer-first focus.
You will document customer concerns, determine if a quick technical solution is available, execute the resolution, and document.
If the issue warrants a deeper diagnosis, you will create a service ticket and work closely with the Remote Diagnostic Team, who drafts the vehicle repair plan. The Service Advisor will activate the repair plan, order parts, schedule service appointments and alternative transportation needs, and then communicate the following steps to the customer for agreement and work authorization.
Able to travel to Rivian's factory for periodic support
Qualified applications with arrest or conviction records will be considered for employment in
accordance with the Los Angeles County Fair Chance Ordinance for Employers and
the California Fair Chance Act.
Qualifications
3-5 years of experience preferred providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
Enthusiasm and passion for Rivian and electric vehicles.
Find it rewarding to help a customer in need
Empathy, sincerity, patience, and strong communication skills.
Excellent follow-up and probing skills
Strong problem-solving capabilities
The ability to maintain composure under pressure and deal with ambiguity
The ability to multi-task not only while providing exceptional quality work but while navigating multiple, different work streams and tools
Willingness to learn new and innovative automotive technologies
Work in a team-based environment and achieve a common goal
Being a customer-facing role, you should be willing and able to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions
Pay Disclosure
Salary Range/Hourly Rate for Colorado Based Applicants: $28.73 - $35.91 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for New Jersey Based Applicants: $30.03 - $37.54 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for Washington DC Based Applicants: $30.03 - $37.54 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for Washington Based Applicants: $30.03 - $37.54 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for California Based Applicants: $30.03 - $37.54 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for Bay Area, California Based Applicants: $32.64 - $40.81 per hour (actual compensation will be determined based on experience, location, and other factors permitted by law).
Salary Range/Hourly Rate for New York Based... For full info follow application link.
Equal Opportnity
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 is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at
[email protected].
