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.

Rivian is looking for an experienced 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
Determine if a technical solution can be resolved over the phone; 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
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
Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
Coordinate and communicate the details of every vehicle with each customer prior to delivery
Analyzes service lapses that result in customer impact and provide feedback and reporting as needed
Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
Perform detailed daily record keeping and reporting
Follow up with our customers on services provided; ensure they are satisfied with the work performed
Meet requirements of the state and federal law for automobile repair and consumer protection
Contribute to a Rivian culture that is inclusive, and maintain high levels of team morale
Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager
Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
Perform other service-related duties as assigned and be an advocate for our customers
Over-deliver in a team-based environment to achieve a common goal

Qualifications

Minimum of 2 – 3 years experience in an in high-end customer service environment
High school diploma or equivalent.
Experience in an automotive or high-tech environment preferred
Experience with managing remote service teams 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, organizational, and interpersonal skills
Great attitude 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
Over-deliver in a team-based environment to achieve a common goal
Basic mathematics skills to prepare and transact estimates and payments
Ability to travel up to 75% of the time
Must possess a valid driver’s license and clean driving record
Ability to lift up to 50 lbs
Must be at least 18 years of age
Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
No drug or alcohol related driving incidents in the last 3 years
No more than 1 serious moving violation in the last 3 years
Must have a valid driver’s license in the state of residence that you will be driving/operating a vehicle
Will be subject to continuous Motor Vehicle Record (MVR) monitoring
Fully vaccinated against the COVID-19 virus (proof required

****** Salary Range $30.77-$44.23 ******

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at accessibility@rivian.com.
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