Service Advisor - Colmar, PA

Rivian•Hatfield Township, PA

18d

About The Position

The Service Advisor is the central point of contact and trusted guide for Rivian owners throughout their service experience. This role requires an empathetic, organized, brand-focused individual who creates positive interactions and seamless processes. The advisor translates vehicle needs into clear communication for customers and coordinates with the service production team. This level-agnostic posting is intended for candidates across seniority levels, with specific level availability determined by business needs. The role is based in a Rivian service setting and may involve regular interaction with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. The schedule is Monday through Friday with rotational Saturdays; availability for a 40-hour work week, including possible weekends, holidays, and varied shifts based on business needs, is required.

Requirements

High school diploma or GED is preferred.
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, and schematics.
Ability to perform physical tasks including sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, grasping, data entry, and lifting up to 50 pounds.
Experience in a customer-facing role is required.
Ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

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, managing 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 transparency.
Coordinate with Parts and Production teams to align all aspects of service visits.
Prepare and explain estimates and invoices clearly and accurately.
Ensure owners feel cared for, 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 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 and setup, 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.