Service Advisor - Knightdale, NC

Rivian•Knightdale, NC

10d

About The Position

Rivian is hiring a Service Advisor to serve as the central point of contact and trusted guide for owners throughout their service experience. The role requires empathy, organization, attention to the brand, and the ability to communicate vehicle needs clearly while coordinating with the service production team. This is a level-agnostic posting covering entry-level through senior advisor experience; availability at specific levels depends on business needs. The Service Advisor manages the customer experience from appointment scheduling through vehicle handover, documents concerns, explains technical information, provides updates, coordinates service work, and prepares estimates and invoices. The position also maintains customer and repair records, supports service-center operations and launches, assists with warranty repairs, and coordinates with vendors. Regular interaction 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 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.
Proficiency with laptops, computers, and modern software suites, including Windows, Google Workspace, Mac, and CRM systems.
Exceptional organizational skills, meticulous attention to detail, and a passion for creating order.
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.
Background in hospitality, retail, or fast-paced, system-driven restaurants.
Automotive service experience; it is not a prerequisite for entry-level roles.
Experience managing complex scheduling, billing, and work order systems.

Responsibilities

Serve as the primary point of contact for owners throughout the service experience, from 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 process.
Coordinate with Parts and Production teams to align all aspects of each service visit.
Prepare and explain estimates and invoices accurately and clearly.
Provide a caring service experience that leaves owners confident in the work performed and connected 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 the launch and setup of new Service Center locations, 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 seamless after-hours service completion.