Service Advisor

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

The

Service Advisor

will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus.

This is a level-agnostic posting designed to recruit Service Advisorcandidates across various seniority levels in the organization; specific level availability fluctuates and is determined by current business needs.

Responsibilities

Promote team member understanding of company vision and goals.

Actively supports management in the planning and execution of the launch of Service centers

Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure learning effectiveness

Encourages team members to deliver a top-notch customer experience. Works every day to deliver an exceptional customer experience.

Answer phone calls, emails, and drive-ins to address any customer concern with the highest level of response and attention

Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers

Translate customer-reported service-related problems to actionable work orders for technicians to complete

Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system

Communicate estimated completion time, regular updates, and follow through on each customer vehicle

Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly

Coordinate and communicate the details of every vehicle with each customer prior to delivery

Analyzes service lapses that impact customer experience and work with supervisor to ameliorate

Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines

Meet requirements of the state and federal law for automobile repair and consumer protection

Lead continuous improvement activities as needed

Read and comprehend instructions and follow established procedures. Assist in the development of standardized work

Communicate best practices, problem resolution and performance data to Supervisor and boundary partners as needed

Maintain a high-quality relationship with all departments within the organization

Support and par