Service Advisor - New Service Center Opening (Mission Viejo, CA)
About The Position
At Lucid, service is more than maintenance, it’s an extension of the ownership experience. As we continue to expand, we’re excited to bring a new service location to Mission Viejo, CA. Our Service Technicians are the foundation of every Lucid service center, working alongside some of the most advanced teams in the EV industry. We are seeking individuals who bring curiosity, precision, and energy to their craft, and who are passionate about delivering an exceptional, world-class experience to every Lucid customer. Location: 28471 Marguerite Pkwy, Mission Viejo, CA 92692 All employees will be trained at and report to our Costa Mesa Service center until the new site opens in Mission Viejo. As a Service Advisor at Lucid, you will be responsible for providing excellent customer service to our clients and ensuring an exceptional customer experience at all steps of the service process. You will greet clients promptly, consult with technicians, accurately document client concerns for diagnosis and repair, and explain all service options to clients, including time and cost estimates. You will also track all client vehicles through the maintenance and repair process, ensuring that work done meets Lucid's quality standards before vehicles are returned to clients.
Requirements
- 2-5 years 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 smooth workflow
- Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge
- Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software
- Full-time, including weekends or extended hours during busy periods
- Willingness to complete Lucid provided CPR training post hire
- Valid driver’s license with no suspensions within the past year. Drivers under 21 must have maintained a Driver’s License for a minimum of 3 years and successfully complete Lucid Training upon hire
Nice To Haves
- AA/BS in either Automotive Technology or Business Management, or equivalent work experience
- Knowledge of HV systems, LV systems, and EV powertrains
- Start-up experience and related fast-paced environments
Responsibilities
- Ensure clients are informed throughout the service experience from initial contact to vehicle handover
- Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
- Check in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentation
- Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
- Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
- Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
- Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
- Responsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
- Explanation of invoice to customers of repairs preformed to ensure correct understanding of completed work and that all concerns have been address to customer satisfaction
- Greets incoming service clients, answer and direct phone calls, answer client questions, and take messages as needed
- Ensure that work done meets Lucid's exacting standards before vehicles are returned to clients – act as the last QC step
- Other duties as assigned
Benefits
- medical, dental, and vision insurance
- life and disability coverage
- paid time off
- paid holidays
- 401(k) retirement plan
- equity program
- discretionary annual cash incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
