Service Advisor, Scottsdale

Lucid Motors•Scottsdale, AZ

About The Position

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

Requirements

2–5 years of previous automotive experience and training in a Service Advisor or front-of-house customer-facing role.
Excellent interpersonal skills with a compassionate and patient demeanor.
Problem-solving and creative-thinking skills.
Ability to articulate and document details to ensure a 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 3 years and successfully complete Lucid training upon hire.
Full-time availability, including weekends or extended hours during busy periods.

Nice To Haves

Associate or bachelor’s degree 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, accurately noting it on the Bill of Lading and processing it through internal channels.
Manage loaner agreements and coordinate rental vehicle requests, including arranging Lyft rides when needed.
Support the Customer Satisfaction Index (CSI) KPI and work to ensure customers are satisfied with service quality.
Review and revise work orders after technicians and detailers complete their tasks, ensuring accurate documentation and time punches aligned 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 and completed work to customers and confirm their concerns have been addressed to their satisfaction.
Greet incoming service clients, answer and direct phone calls, respond to client questions, and take messages as needed.
Verify completed work meets Lucid’s standards before vehicles are returned to clients, serving as the final quality-control step.
Perform other duties as assigned.