Service Advisor - Caledonia, MI

Rivian•Caledonia, MI

23h

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 person who creates positive interactions and seamless processes, translates vehicle needs into clear communication, and coordinates with the service production team. The posting covers a range of seniority levels, from entry-level to senior advisor; specific level availability depends on business needs. The advisor manages the service experience from appointment scheduling through vehicle handover, communicates status and expectations, coordinates service work, and explains estimates and invoices. The role also supports service center operations, warranty repairs, vendor coordination, and improvements to service processes. Work may involve customers and other parties at Rivian facilities, on mobile service routes, or at community outreach events.

Requirements

At least 21 years old.
Valid driver’s license and a clean driving record.
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, frequent hand use, and lifting up to 50 lbs.
Experience in a customer-facing role.
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; 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 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 transparency.
Coordinate with Parts and Production teams to align all aspects of service visits.
Prepare and clearly explain estimates and invoices.
Provide an owner experience that builds confidence in the work performed 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 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 complete after-hours service seamlessly.