Service Advisor Launch Team

Summary:

Rivian is looking for a Service Advisor to work at one of the world's most adventurous vehicle brands. 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.

Responsibilities:

• Works every day to deliver a world-class customer experience

• Answer phone calls, emails, and drive in´s to address any customer concern with the highest level of response and attention

• Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact

• Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion to Determine if technical

• Perform detailed daily record keeping in the operating system

• Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions

• Read and comprehend instructions and follow established procedures

• Apply sound problem-solving skills in order to maintain a high standard of quality to our customers

• Maintain a strict adherence to the Standard Operating Procedures, thereby clearly identifying irregularities that may cause inefficiencies and prescribing corrective measures to improves these processes

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

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

• Collaborate and maintain a high-quality relationship with Service Operations, Sales, Retail, and Delivery & Field Operations teams, models cross collaboration

• Train, develop and mentor team members/team leaders

• Adhere to Rivian policy and guidelines Including setting warranty expectation with customers

Qualifications:

• Minimum of +5-year experience in a high-end customer facing service environment

• Automotive experience preferred - EV experience is a plus

• High school diploma or similar

• Experience in an automotive or high-tech environment preferred

• Working knowledge and experience of automotive products, repairs, and parts

• Exhibits patience, empathy, attention to detail, and a passion for problem-solving

• Strong written and verbal communication skills with an ability to translate customer needs

• Detail-oriented with strong analytical, organisational, and interpersonal skills

• Great attitude and collaboration spirit with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment

• Professional appearance and work ethic

• Strong desire to help people and willingness to learn new and innovative automotive technologies

• Perform detailed daily record keeping and reporting

• Basic mathematics skills to prepare and transact estimates