Service Advisor - Northbrook, IL

Rivian•Northbrook, IL

About The Position

The Service Advisor is the central point of contact and trusted guide for Rivian owners throughout their service experience. This role calls for an empathetic, organized, brand-focused person who creates positive interactions and seamless processes. The advisor translates vehicle needs into clear communication for owners and coordinates with the service production team. The posting covers a range of skill levels, from entry-level to senior advisor; the level available depends on current business needs. The advisor manages the owner experience from appointment scheduling through vehicle handover, communicates service status and costs, coordinates with parts and production, and maintains accurate service records. The role also serves as an on-site liaison between the centralized Service Support Operations Center and local Service Center operations, and may support new center launches, training, process improvements, warranty work, and third-party vendor coordination. Interactions may take place in Rivian facilities, on mobile service routes, or at community outreach events.

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 and meticulous attention to detail.
Outstanding written and verbal communication skills in English; ability to read and speak fluent English.
Ability to perform physical tasks including lifting up to 50 lbs., sitting, standing, walking, frequent use of hands for grasping tools and data entry, bending, kneeling, carrying, reaching, pushing, and pulling.
Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
Experience in a customer-facing role is required.
Proven 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, which is a plus but 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, managing the service experience from initial appointment scheduling to vehicle handover.
Listen to owner concerns, accurately document them in repair orders, and set clear expectations.
Translate technical information from technicians into simple, understandable language for owners.
Proactively communicate vehicle-status updates, manage timelines, and maintain a transparent process.
Coordinate with Parts and Production teams to align all aspects of service visits.
Prepare and explain estimates and invoices clearly and accurately.
Help 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 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 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 relationships with third-party vendors, document work orders, and coordinate with the production team to support seamless after-hours service completion.