Service Advisor Jobs

About The Position

Requirements

• High school diploma, GED, or another recognized high school equivalency credential is preferred.
• Two to three years of experience in a customer-facing role or similar role; automotive experience is preferred but not required, or an equivalent combination of education and experience.
• Very strong communication skills, including written and verbal communication and the ability to translate customer needs.
• Flexibility and responsiveness to changing conditions, with patience, empathy, attention to detail, and a problem-solving orientation.
• Organizational and time-management skills.
• A positive, high-energy attitude, excellent customer service skills, and the ability to multitask in a fast-paced environment.
• Basic mathematics skills to prepare and process estimates and payments.
• Ability to read and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
• Minimum age of 21.
• Availability for a regular 40-hour-per-week schedule, including weekends and holidays according to business needs; shifts may include evening, overnight, or early morning hours.
• No driving-related license suspensions or revocations within the stated 3–5-year period.
• Ability to meet the stated physical demands, including sitting or standing for up to eight or more hours, walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
• Frequent use of hands for grasping and using tools, entering data, writing communications, and calling customers or internal partners.

Nice To Haves

• Automotive industry experience.
• Experience in training, process standardization, continuous improvement, or managing escalations.

Responsibilities

• Promote team members’ understanding of company vision and goals.
• Support management in planning and executing Service center launches.
• Use training methodologies, techniques, learning tools, and practices to support effective learning.
• Encourage team members to deliver an excellent customer experience and personally work to provide one.
• Respond to customer concerns received by phone, email, and in person.
• Address customer inquiries and escalated operational failures promptly and thoughtfully, applying problem-solving skills.
• Translate customer-reported service problems into actionable work orders for technicians.
• Determine whether technical issues can be resolved by phone and maintain detailed records in the operating system.
• Communicate estimated completion times and regular updates to customers, and follow through on each vehicle.
• Inspect vehicles before customer delivery to confirm service and repairs were performed correctly.
• Communicate vehicle details to customers before delivery.
• Analyze service lapses affecting customer experience and work with a supervisor to address them.
• Administer new and used vehicle warranty repairs in accordance with manufacturer guidelines.
• Meet applicable state and federal automobile repair and consumer-protection requirements.
• Lead continuous-improvement activities as needed.
• Follow established procedures and assist in developing standardized work.
• Share best practices, problem resolution, and performance data with the Supervisor and boundary partners as needed.
• Maintain strong working relationships with departments across the organization.
• Support and participate in initial launch activities for Service center locations and model changes.
• Perform other duties as assigned.

Benefits

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance for eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
• Opportunity to participate in Rivian’s Employee Stock Purchase Program, subject to eligibility requirements.
• Annual performance bonus may be available to the successful candidate.