Service Advisor

About Rivian

Rivian is on a mission to keep the world adventurous forever. We build emissions-free Electric Adventure Vehicles and seek curious, courageous souls. We challenge what's possible, reframe problems, and seek new solutions. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it.

Role Summary

This position is for a Service Advisor, the central point of contact and trusted guide for owners throughout their service experience. This role requires a deeply empathetic, organized, and brand-focused individual who thrives on creating positive interactions and seamless processes. The Service Advisor is a critical liaison, translating complex vehicle needs into clear, confidence-inspiring communication for customers, while coordinating flawlessly with the service production team. This is a level-agnostic posting designed to recruit Service Advisor candidates across various seniority levels.

Key Responsibilities

• Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover.
• Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit.
• Translate technical information from technicians into simple, understandable language for owners.
• Proactively communicate updates on vehicle status, managing timelines and ensuring a transparent process.
• Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned.
• Prepare and explain estimates and invoices with clarity and accuracy.
• Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
• Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
• Uphold Rivian's standards for hospitality, presentation, and process in every interaction.
• Act as the on-site liaison between Rivian’s centralized Service Support Operations Center and local Service Center operations.
• Support the launch and setup of new Service Center locations, training initiatives, and process improvements.
• Assist in warranty repairs and ensure compliance with state and federal automotive repair laws.
• Manage relationships with third-party vendors, documenting work orders and coordinating with the production team to ensure seamless after-hours service completion.
• This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events.

Requirements & Tech Stack

• High School Diploma or GED is preferred.
• Must be at least 21 years old.
• Must possess a valid driver’s license and maintain a clean driving record.
• Must be available for a 40-hour work week, which may include weekends, holidays, and varied shifts based on business needs.
• Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.).
• Exceptional organizational skills, a meticulous attention to detail, and a passion for creating order.
• Outstanding written and verbal communication skills in English.
• Ability to perform physical tasks such as lifting up to 50 lbs., sitting, standing, walking, and frequent use of hands for grasping tools and data entry.
• Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs.).
• Ability to read and speak fluent English.
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.

Qualifications

• Experience in a customer-facing role is required.
• Backgrounds in hospitality, retail, or fast-paced, system-driven restaurants are highly valued.
• Automotive service experience is a plus but not a prerequisite for entry-level roles.
• Proven ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.
• Experience managing complex scheduling, billing, and work order systems is a plus.

Spectrum Of Advisor Skills

• Customer Engagement & Hospitality: Ability to provide warm, professional demeanor and follow established communication guidelines. Advanced advisors offer anticipatory service, remembering owner preferences, proactively addressing unstated needs, and building genuine, long-term relationships.
• Technical Acumen & Translation: Ability to bridge the communication gap between technician and owner. Comprehend complex diagnostic concepts and translate information into simple, clear, and confident explanations.
• Process & Systems Management: Ability to manage the entire service workflow, from booking appointments to closing out work orders. Handle high volumes of complex work orders and coordinate seamlessly with parts and production.
• Problem Resolution & De-escalation: Ability to identify escalating situations and de-escalate complex and sensitive customer issues with grace.
• Brand Ambassadorship: Understanding of Rivian products and a commitment to brand values. Embody brand values in every interaction.