Service Advisor - Night Shift - Malvern, PA

Rivian • Malvern, PA

1d

About The Position

The Service Advisor is the central point of contact and trusted guide for Rivian owners throughout their service experience. The role requires empathy, organization, and a strong focus on the brand, while translating vehicle needs into clear communication and coordinating with the service production team. The posting covers a range of seniority levels, from entry-level to senior advisor; the specific level offered depends on business needs.

The schedule is Monday through Friday with rotational Saturdays, and the shift is either 11 AM–8 PM or 5 PM–2 AM. A 15% pay differential applies between 6 PM and 6 AM. The role may involve interaction with customers and their families, third-party affiliates, and suppliers at Rivian facilities, on mobile service routes, or at community outreach events. It may also involve supporting new Service Center launches, training, process improvements, warranty repairs, and after-hours service coordination.

Requirements

• Be at least 21 years old.
• Have a valid driver's license and maintain a clean driving record.
• Be available for a 40-hour work week, which may include weekends, holidays, and varied shifts based on business needs.
• Be proficient with laptops, computers, and modern software suites, including Windows, Google Workspace, Mac, and CRM systems.
• Have strong organizational skills, meticulous attention to detail, and an ability to create order.
• Have outstanding written and verbal communication skills in English and be able to read and speak fluent English.
• Be able to perform physical tasks including lifting up to 50 lbs., sitting, standing, walking, and frequent hand use for grasping tools and data entry.
• Be able to perform occupational physical activities such as bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs.
• Be able to read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
• Have experience in a customer-facing role.
• Be able to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.

Nice To Haves

• High school diploma or GED.
• Background in hospitality, retail, or fast-paced, system-driven restaurants.
• Automotive service experience; this is not a prerequisite for entry-level roles.
• Experience managing complex scheduling, billing, and work order systems.

Responsibilities

• Manage the owner service experience 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.
• Proactively communicate vehicle status and timelines to 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.
• 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.
• Serve as the on-site liaison between the centralized Service Support Operations Center and local Service Center operations.
• Support new Service Center launches, 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.

Benefits

• Paid vacation
• Paid sick leave
• Life, medical, dental, vision, short-term disability, and long-term disability insurance for eligible employees
• 401(k) Plan participation, subject to eligibility requirements
• Employee Stock Purchase Program participation, subject to eligibility requirements
• Potential eligibility for an annual performance bonus
• Full-time employee benefits coverage effective on the first day of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED