Service Advisor - Portland, OR

Rivian•Portland, OR

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 an empathetic, organized, brand-focused individual who creates positive interactions and seamless processes, translates vehicle needs into clear communication, and coordinates with the service production team. This level-agnostic posting recruits candidates across seniority levels, from entry-level to senior, with specific level availability based on business needs. The advisor manages service visits from appointment scheduling through vehicle handover, communicates updates and estimates, maintains accurate service records, and coordinates with Parts, Production, centralized Service Support Operations, vendors, and other stakeholders. The position may involve customer interactions at Rivian facilities, on mobile service routes, or at community outreach events. Advisors may also support new Service Center launches, training, process improvements, warranty repairs, and compliance with automotive repair laws.

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, 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, 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

Background in hospitality, retail, or fast-paced, system-driven restaurants.
Automotive service experience; not required 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 to 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, timelines, and service information.
Coordinate with Parts and Production teams to align all aspects of service visits.
Prepare and explain estimates and invoices clearly and accurately.
Provide a caring 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 standards for hospitality, presentation, and process.
Liaise on-site between Rivian’s centralized Service Support Operations Center and local Service Center operations.
Support launches 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 complete after-hours service seamlessly.