Customer-Centric Service Experience Advisor

Rivian Automotive; Malvern (Chester County); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Life, medical, dental, vision, short-‑

Long-term disability insurance

401(k) Plan

Employee Stock Purchase Program

Job summary

Rivian is hiring a Service Advisor to be the central point of contact for owners, guiding them through the service experience with empathy and clear communication. The role coordinates with technicians, parts, and production to ensure a seamless visit from scheduling to handover.

Open to entry-level through senior advisors, with a shift pattern Monday–Friday and rotating Saturdays. The position emphasizes hospitality, accurate documentation, and customer-first interactions to strengthen the

Qualifications

• Experience in a customer-facing role is required.
• Backgrounds in hospitality, retail, or fast-paced environments are valued.
• Automotive service experience is a plus but not required for entry-level roles.
• Proven ability to de-escalate sensitive situations with empathy and professionalism.

Responsibilities

• Serve as the primary point of contact for owners, managing the service experience from appointment scheduling to vehicle handover.
• Listen actively to understand owner concerns and document them in the repair order, setting clear expectations.
• Translate technical information from technicians into simple, understandable language for owners.
• Proactively communicate updates on vehicle status and manage timelines.
• Coordinate with Parts and Production teams to align all aspects of the service visit.
• Prepare and explain estimates and invoices with clarity and accuracy.
• Uphold Rivian's standards for hospitality, presentation, and process in every interaction.

Skills

Customer-facing communication

Brand hospitality

Organizational skills

English communication

Problem de-escalation

Education

High School Diploma or GED

Tools

CRM systems

Windows

Google Workspace

MacOS

Job description

Rivian is hiring a Service Advisor to be the central point of contact for owners, guiding them through the service experience with empathy and clear communication. The role coordinates with technicians, parts, and production to ensure a seamless visit from scheduling to handover.

Open to entry-level through senior advisors, with a shift pattern Monday–Friday and rotating Saturdays. The position emphasizes hospitality, accurate documentation, and customer-first interactions to strengthen the