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.
This role is not available remotely and will be based in our Plymouth, Michigan office
Responsibilities
The Service Advisors are the virtual, end to end point of contact for Rivian owners fleet companies needing roadside assistance and or vehicle, charging, and or connectivity education, repair, maintenance. Customer interaction can take place through an omnichannel solution (phone calls, emails, chat, SMS, or text).
Utilizing strong listening/comprehension skills, you will triage the situation either over the phone or other 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 solution, 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 then communicate the next steps back to the customer for agreement and work authorization.
You will convey confidence to the customer that you are their guide along the path to vehicle service.
Qualifications
3 to 5 years experience providing outstanding customer service in the automotive or related field explaining educating advanced technology, documenting customer concerns and resolution.
Enthusiasm and passion for Rivian and electric vehicles.
Find it rewarding helping 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 while navigating multiple, different workstreams and tools
Willingness to learn new and innovative automotive technologies
Work in a team based environment and achieve a common goal
Being a 24 7 hour call center environment, you should be willing and able to work 1st, 2nd, or 3rd shift with 1 Saturday and Sunday per month including holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions.
