Service Advisor - Canton, MA

Rivian • Canton, MA

55d • $26 - $30

About The Position

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 This position is for a Service Advisor, the central point of contact and trusted guide for our owners throughout their service experience. This role requires a deeply empathetic, organized, and brand-focused individual who thrives on creating positive interactions and seamless processes. The Service Advisor is a critical liaison, translating complex vehicle needs into clear, confidence-inspiring communication for our customers, while coordinating flawlessly with the service production team. This job description outlines the full spectrum of skills required, and candidates will be assessed against this spectrum to determine the appropriate level for their expertise, from entry-level to senior advisor.

Requirements

• High School Diploma or GED is required
• Must be at least 21 years old.
• Must possess a valid driver's license and maintain a clean driving record.
• Must be available for a 40-hour work week, which may include weekends, holidays, and varied shifts based on business needs.
• Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.).
• Exceptional organizational skills, a meticulous attention to detail, and a passion for creating order.
• Outstanding written and verbal communication skills in English.
• Ability to perform physical tasks such as standing or sitting for extended periods, and walking the service facility.
• Experience in a customer-facing role is required.
• Proven ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

• Backgrounds in hospitality, retail, or fast-paced, system-driven restaurants are highly valued.
• Automotive service experience is a plus but not a prerequisite for entry-level roles.
• Experience managing complex scheduling, billing, and work order systems is a plus.

Responsibilities

• Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover.
• Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit.
• Translate technical information from technicians into simple, understandable language for owners.
• Proactively communicate updates on vehicle status, managing timelines and ensuring a transparent process.
• Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned.
• Prepare and explain estimates and invoices with clarity and accuracy.
• Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
• Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
• Uphold Rivian's standards for hospitality, presentation, and process in every interaction.
• Act as the on-site liaison between Rivian's centralized Service Support Operations Center and local Service Center operations.
• Support the launch and setup of new Service Center locations, training initiatives, and process improvements.
• Assist in warranty repairs and ensure compliance with state and federal automotive repair laws.
• Manage relationships with third-party vendors, documenting work orders and coordinating with production team to ensure seamless after-hours service completion.
• 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.

Benefits

• Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26.
• Full Time Employee coverage is effective on the first day of employment.
• Part-Time employee coverage is effective the first of the month following 90 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Transportation Equipment Manufacturing
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees