Service Advisor - Eastvale, CA

Rivian•Eastvale, CA

About The Position

The Service Advisor is the primary point of contact and trusted guide for Rivian owners throughout their service experience, from appointment scheduling through vehicle handover. The role requires empathy, organization, attention to detail, and a strong focus on the Rivian brand. Advisors communicate vehicle needs clearly, coordinate with service production and parts teams, keep owners informed, and help ensure a transparent and positive service process. This level-agnostic posting covers candidates from entry-level through senior advisor; the level offered depends on expertise and business needs. The advisor also liaises between the centralized Service Support Operations Center and local Service Center operations, and may support new location launches, training, process improvements, warranty repairs, vendor coordination, and compliance with automotive repair laws. Interactions may take place at Rivian facilities, on mobile service routes, or at community outreach events.

Requirements

Customer-facing experience is required.
Must be at least 21 years old.
Must hold 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, 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 sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, grasping, data entry, and lifting up to 50 lbs.
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 required for entry-level roles.
Experience managing complex scheduling, billing, and work order systems.

Responsibilities

Serve as the primary owner contact and manage the service experience from 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.
Proactively communicate vehicle-status updates, timelines, and process information.
Coordinate service visits with Parts and Production teams.
Prepare and explain estimates and invoices accurately and clearly.
Help 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.