Service Advisor - South San Francisco

Rivian•South San Francisco, CA

10h

About The Position

Rivian is hiring a Service Advisor to serve as the primary contact and trusted guide for vehicle owners throughout their service experience. The role requires empathy, organization, strong communication, and a focus on creating positive customer interactions and smooth service processes. Advisors translate technical vehicle needs into clear explanations for owners and coordinate with the service production team. This is a level-agnostic posting intended to recruit advisors across seniority levels, from entry-level to senior; available levels depend on business needs. The Service Advisor manages the customer experience from appointment scheduling through vehicle handover, maintains service records and performance metrics, and represents Rivian's hospitality and brand standards. The role may involve interactions with customers, families, third-party affiliates, and suppliers 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, 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 for grasping tools and data entry, 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 is preferred.
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 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.
Communicate vehicle-status updates proactively, manage timelines, and keep the process transparent.
Coordinate service visits with Parts and Production teams.
Prepare and explain estimates and invoices accurately and clearly.
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's hospitality, presentation, and process standards.
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 comply with state and federal automotive repair laws.
Manage third-party vendor relationships, document work orders, and coordinate after-hours service completion with the production team.