Service Advisor - Colma, CA

Rivian•Colma, CA

About The Position

The Service Advisor is the central point of contact and trusted guide for Rivian owners throughout their service experience. The role requires empathy, organization, and a strong focus on the Rivian brand, while translating complex vehicle needs into clear communication and coordinating with the service production team. This level-agnostic posting covers advisor roles from entry-level through senior; the available level depends on current business needs. The advisor manages the service journey from appointment scheduling through vehicle handover, communicates updates, prepares estimates and invoices, and coordinates with Parts and Production. The role also serves as an on-site liaison with Rivian’s centralized Service Support Operations Center, supports new Service Center launches and process improvements, assists with warranty repairs and legal compliance, and coordinates third-party vendor work. Interactions may take place at Rivian facilities, on mobile service routes, or at community outreach events.

Requirements

Customer-facing experience is required.
Must be at least 21 years old.
Must have 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.
Proficiency with laptops, computers, and modern software suites, including Windows, Google Workspace, Mac, and CRM systems.
Exceptional organizational skills and meticulous attention to detail.
Outstanding written and verbal communication skills in English; ability to read and speak fluent English.
Ability to read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
Ability to perform physical tasks including sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, grasping tools, data entry, and lifting up to 50 lbs.
Ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

High school diploma or GED is preferred.
Background in hospitality, retail, or fast-paced, system-driven restaurants is highly valued.
Automotive service experience is a plus but is not required for entry-level roles.
Experience managing complex scheduling, billing, and work order systems is a plus.
Advanced advisor capabilities may include anticipatory service, building long-term owner relationships, understanding complex diagnostics, managing high volumes of complex work orders, identifying process inefficiencies, and independently resolving complex customer issues.

Responsibilities

Serve as the primary point of contact for owners from initial appointment scheduling through vehicle handover.
Listen to owner concerns, document them accurately in repair orders, and set clear expectations.
Translate technical information from technicians into clear, understandable language for owners.
Proactively communicate vehicle-status updates, manage timelines, and maintain a transparent service process.
Coordinate with Parts and Production to align all aspects of each service visit.
Prepare and explain estimates and invoices clearly and accurately.
Provide a caring service experience that builds owners’ confidence and connection to the Rivian brand.
Maintain accurate records of customer communications and repairs in internal systems, and meet or exceed performance metrics.
Uphold Rivian’s standards for hospitality, presentation, and process.
Act as the on-site liaison between the centralized Service Support Operations Center and local Service Center operations.
Support new Service Center launches, training initiatives, and process improvements.
Assist with warranty repairs and ensure compliance with state and federal automotive repair laws.
Manage third-party vendor relationships, document work orders, and coordinate with the production team to support after-hours service completion.
Interact with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events.