EV Service Advisor - Customer Experience Lead

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

Benefits offered by this job

Paid vacation

Paid sick leave

Insurance

401(k)

Employee Stock Purchase Program

Job summary

Rivian Automotive is seeking a Service Advisor to be the primary contact for owners through their service journey, translating complex vehicle needs into clear, confident communication and coordinating with the service production team.

This level-agnostic posting invites candidates across seniority levels, emphasizing empathetic service, strong organization, and brand-aligned hospitality. Role may involve onboarding new centers and supporting warranty work.

Qualifications

• Customer-facing experience required in hospitality, retail, or fast-paced environments.
• Automotive service experience is a plus.
• Strong de-escalation and empathy in customer issues.
• Experience managing scheduling, billing, and work orders is a plus.

Responsibilities

• Serve as primary contact for owners from appointment to handover.
• Listen to concerns, document in repair order, and set clear expectations.
• Translate technician notes into simple owner explanations.
• Communicate updates on vehicle status and timelines transparently.
• Coordinate with Parts and Production to align service activities.
• Explain estimates and invoices clearly to owners.
• Maintain impeccable records of communications and repairs.
• Uphold Rivian hospitality and process standards.
• Act as on-site liaison between Service Support Ops and local Service Center.

Skills

Customer service

Communication

Hospitality

Organization

Empathy

Problem solving

Education

High School Diploma or GED

Tools

CRM systems

Windows

Google Workspace

Mac OS

Job description

Rivian Automotive is seeking a Service Advisor to be the primary contact for owners through their service journey, translating complex vehicle needs into clear, confident communication and coordinating with the service production team.

This level-agnostic posting invites candidates across seniority levels, emphasizing empathetic service, strong organization, and brand-aligned hospitality. Role may involve onboarding new centers and supporting warranty work.