Service AdvisorNew Rutherford, NJ

Lucid Motors • Rutherford, NJ

392d

About The Position

As a Service Advisor at Lucid, you will be responsible for providing excellent customer service to clients and ensuring an exceptional customer experience throughout the service process. This role involves greeting clients, consulting with technicians, documenting client concerns, explaining service options, and tracking vehicles through maintenance and repair processes to meet Lucid's quality standards.

Requirements

• High School Diploma or GED Required
• 2-5 years previous automotive experience and training in a Service Advisor or Front of House customer facing role
• Excellent interpersonal skills with a passionate and patient demeanor
• Problem-solving and creative thinking skills
• Ability to articulate and document details to ensure smooth workflow
• Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge
• Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software
• Must possess a valid driver license with no suspensions within the past year

Nice To Haves

• AA/BS in either Automotive Technology or Business Management, or equivalent work experience
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments

Responsibilities

• Ensure clients are informed throughout the service experience from initial contact to vehicle handover
• Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
• Check in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentation
• Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
• Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
• Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
• Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
• Responsible for acquiring customers' signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
• Explanation of invoice to customers of repairs performed to ensure correct understanding of completed work and that all concerns have been addressed to customer satisfaction
• Greets incoming service clients, answers and directs phone calls, answers client questions, and takes messages as needed
• Ensure that work done meets Lucid's exacting standards before vehicles are returned to clients - act as the last QC step
• Other duties as assigned

Benefits

• Competitive salaries
• Opportunity to work alongside accomplished minds in the industry
• Community for innovators who want to make an immediate and significant impact

What This Job Offers

• Job Type: Full-time
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED