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 Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus.
Responsibilities
Promote team member understanding of company vision and goals.
Actively supports management in the planning and execution of the launch of Service centers
Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure learning effectiveness
Encourages team members to deliver a top-notch customer experience. Works every day to deliver an exceptional customer experience.
Answer phone calls, emails, and drive-ins to address any customer concern with the highest level of response and attention
Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers
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
Communicate estimated completion time, regular updates, and follow through on each customer vehicle
Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
Coordinate and communicate the details of every vehicle with each customer prior to delivery
Analyzes 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 the state and federal law for automobile repair and consumer protection
Lead continuous improvement activities as needed
Read and comprehend instructions and follow established procedures. 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
This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events
May perform other duties as assigned
Qualifications
High School Diploma, GED, or other recognized high school equivalency credential preferred
2 - 3 years' experience in a customer facing role or similar in the Automotive industry (Automotive experience preferred but not required) or, a combination of education and experience.
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... 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].
