EV Service Advisor: Customer Experience Champion

Rivian; Town of Clifton Park (NY); On-site; USD 61,000 - 81,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability insurance

Long-term disability insurance

401(k) Plan

Employee Stock Purchase Program

Paid vacation

Paid sick leave

Job summary

Rivian is seeking a Service Advisor in New York to be the central point of contact for owners during their service experience. You will coordinate appointments, translate complex vehicle needs into clear communication, and work with service and parts teams to ensure a seamless visit.

The role emphasizes hospitality, accuracy in estimates, and maintaining excellent records, with potential for varying seniority levels based on business needs.

Qualifications

• 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.
• Ability to read and speak fluent English.

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.
• 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.

Skills

Customer service

Communication skills

Organizational skills

English proficiency

Physical ability

Education

High School Diploma or GED

Tools

CRM systems

Windows

Google Workspace

Mac

Job description

Rivian is seeking a Service Advisor in New York to be the central point of contact for owners during their service experience. You will coordinate appointments, translate complex vehicle needs into clear communication, and work with service and parts teams to ensure a seamless visit.

The role emphasizes hospitality, accuracy in estimates, and maintaining excellent records, with potential for varying seniority levels based on business needs.