Customer Experience Advisor

Rivian; Redwood City (CA); On-site; USD 31,000 - 46,000; Full time

Benefits offered by this job

Annual performance bonus

Benefits package

401(k) plan

Job summary

Rivian seeks a Service Advisor in California's Bay Area to be the primary contact for Rivian owners, guiding them from appointment to vehicle handover. You will translate technical details into clear explanations, manage expectations, and maintain strong customer relationships to uphold the Rivian brand.

The role emphasizes empathy, organization, and seamless coordination with service production, parts, and operations.

Qualifications

• Experience in a customer-facing role is required.
• 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.

Responsibilities

• Serve as primary point of contact for owners, managing the service experience from appointment to handover.
• Listen actively to document concerns and set expectations.
• Translate technician information into clear language for owners.
• Proactively communicate updates on vehicle status and timelines.
• Coordinate with Parts and Production teams to align service visit.
• Prepare and explain estimates and invoices with clarity.
• Maintain impeccable records of all customer communications and repairs.
• Uphold Rivian hospitality and process standards.
• Act as on-site liaison between Rivian Service Support Operations Center and local Service Center.

Skills

Customer engagement

Communication

Organization

Empathy

Problem solving

Education

High School Diploma or GED

Tools

CRM systems

Microsoft Office / Google Workspace

Laptop/computer proficiency

Job description

Rivian seeks a Service Advisor in California's Bay Area to be the primary contact for Rivian owners, guiding them from appointment to vehicle handover. You will translate technical details into clear explanations, manage expectations, and maintain strong customer relationships to uphold the Rivian brand.

The role emphasizes empathy, organization, and seamless coordination with service production, parts, and operations.