Service Advisor, Mission Viejo

Lucid Motors • Mission Viejo, CA

4d • $28 - $38

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 verify completed work meets Lucid’s quality standards before returning vehicles to customers.

The role also involves comprehensive vehicle check-ins and inspections, documenting transport damage on new vehicles, coordinating loaner and rental transportation, maintaining customer satisfaction, reviewing work orders and time punches, resolving warranty claim rejections, obtaining service authorizations and payments, and explaining completed repairs. The Service Advisor acts as a final quality-control step before vehicle handover.

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 a smooth workflow.
• Ability to tailor explanations of 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.
• Full-time availability, including weekends or extended hours during busy periods.
• 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 HV systems, LV 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 through vehicle handover.
• Conduct thorough vehicle check-ins and inspections, identifying and reporting damage or visible wear.
• Check in new vehicles and document transport damage on PDI vehicles, including accurate notation on the Bill of Lading and processing through internal channels.
• Manage loaner agreements and coordinate rental vehicle requests, including arranging Lyft rides as needed.
• Uphold the Customer Satisfaction Index (CSI) KPI and ensure customers are satisfied with the quality of service.
• Review and revise work orders after technicians and detailers complete their tasks, ensuring accurate documentation and time punches aligned with labor operations.
• 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 invoices and completed repairs to customers and confirm their concerns have been addressed.
• Greet incoming service clients, answer and direct phone calls, respond to client questions, and take messages as needed.
• Verify work meets Lucid’s standards before returning vehicles to clients, acting as the final quality-control step.
• Perform other duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life and disability coverage
• Paid time off
• Paid holidays
• Paid sick leave
• 401(k) retirement plan
• Eligible employees may participate in an equity program and/or a discretionary annual cash incentive program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed