Service Advisor - Malvern, PA

Rivian•Malvern, PA

About The Position

Rivian is hiring a Service Advisor to serve as the central point of contact and trusted guide for owners throughout their service experience. The role calls for an empathetic, organized, brand-focused person who can create positive interactions and seamless processes, communicate vehicle needs clearly, and coordinate with the service production team. This level-agnostic posting covers candidates from entry-level to senior advisor; the appropriate level and availability depend on business needs. The schedule is Monday through Friday with rotational Saturdays. The position may involve regular interaction with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. The role may also support new Service Center launches, training initiatives, and process improvements.

Requirements

High school diploma or GED is preferred.
Must be at least 21 years old.
Valid driver's license and a clean driving record.
Availability 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, and schematics.
Ability to perform physical tasks including lifting up to 50 pounds, sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and frequent use of hands for grasping tools and data entry.
Experience in a customer-facing role.
Ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

Customer-facing experience in hospitality, retail, or fast-paced, system-driven restaurants.
Automotive service experience, which is a plus but is 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 from initial appointment scheduling through 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 maintain a transparent service process.
Coordinate with Parts and Production teams to align all aspects of each service visit.
Prepare and explain estimates and invoices clearly and accurately.
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 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 new Service Center launches and setup, 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 for after-hours service completion.