Sr. Service Advisor, Roswell

Lucid Motors•Roswell, GA

1d•Onsite

About The Position

At Lucid, we aim to introduce captivating, luxury electric vehicles that elevate the human experience and transcend perceived limitations, leading a new era of luxury electric mobility by returning to the fundamentals of great design. The company fosters a community for innovators who want to make an immediate and significant impact towards a better, more sustainable future. The Senior Service Advisor acts as a leader in the service department, providing expert customer service and mentoring other Service Advisors. This role involves handling more complicated service requests, resolving escalated issues, and ensuring the service team consistently delivers exceptional customer experiences. Additionally, the Senior Service Advisor plays a key role in driving department efficiency and customer retention.

Requirements

Minimum 5+ years of experience in a Service Advisor role
Previous experience mentoring Advisors or front of house functions
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

Mentor and guide new hire Service Advisors, equipping them with the knowledge and skills necessary to navigate internal processes effectively and excel in their roles
Conduct daily tracking on the Service Operations Dashboard to ensure the Service Center adheres to work order management standards and maintains high-quality customer communications
Work closely with the Shop Foreman to ensure technicians receive all necessary documentation from customers, facilitating accurate diagnosis of customer concerns and improving service efficiency
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