Service Advisor, Mission Viejo

Lucid Motors•Mission Viejo, CA

About The Position

As a Service Advisor at Lucid, you will provide excellent customer service and ensure an exceptional customer experience throughout the service process. You will greet clients, consult with technicians, document customer concerns for diagnosis and repair, and explain service options, including time and cost estimates. You will track customer vehicles through maintenance and repair, and ensure completed work meets Lucid’s quality standards before vehicles are returned.

Requirements

2–5 years of previous automotive experience and training in a Service Advisor or customer-facing Front of House role.
Excellent interpersonal skills and a compassionate, patient demeanor.
Problem-solving and creative-thinking skills.
Ability to articulate and document details to support smooth workflow.
Ability to explain automotive terminology and concepts to customers with varying levels of automotive knowledge.
Proficiency with computer applications such as Microsoft Office and ability to learn proprietary DMS software.
Willingness to complete Lucid-provided CPR training after hire.
Valid driver’s license with no suspensions within the past year.
Drivers under 21 must have held a driver’s license for at least three years and successfully complete Lucid training upon hire.

Nice To Haves

AA/BS in Automotive Technology or Business Management, or equivalent work experience.
Knowledge of high-voltage systems, low-voltage systems, and EV powertrains.
Start-up experience and experience in related fast-paced environments.

Responsibilities

Keep clients informed throughout the service experience, from initial contact to vehicle handover.
Conduct comprehensive vehicle inspections and check-in processes, identifying and reporting damage or visible wear.
Check in new vehicles and document transport damage on pre-delivery inspection (PDI) vehicles, including accurate notation on the Bill of Lading (BOL) and processing through internal channels.
Manage loaner agreements and coordinate rental vehicle requests, including arranging Lyft rides when needed.
Uphold the Customer Satisfaction Index (CSI) KPI and help ensure customers are satisfied with the quality of service.
Review and revise work orders after technicians and detailers complete work, ensuring accurate documentation and time punches that align with labor operations.
Promptly address and correct warranty claim rejections within the established timeframe.
Obtain customer signatures for service authorizations and invoices via DocuSign, and collect payment for customer-pay repairs.
Explain repair invoices to customers, ensuring they understand the completed work and that their concerns have been addressed.
Greet incoming service clients, answer and direct phone calls, respond to client questions, and take messages as needed.
Ensure work meets Lucid’s standards before vehicles are returned to clients, serving as the final quality-control step.
Perform other duties as assigned.