EV Service Advisor: Customer Experience Lead

Lucid Motors; Scottsdale (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Lucid Motors in Scottsdale, AZ is seeking a Service Advisor to deliver exceptional customer experiences through the service process. You will greet clients, consult with technicians, document concerns for diagnosis, explain options, and track vehicles through maintenance to ensure high quality repair work.

Ideal candidates have 2–5 years in automotive service, strong interpersonal and problem-solving skills, and the ability to document details clearly.

Qualifications

• 2-5 years previous automotive experience and training in a Service Advisor or Front of House customer facing role
• Excellent interpersonal skills with a compassionate and patient demeanor
• Problem-solving and creative thinking skills
• Ability to articulate and document details to ensure smooth workflow
• AA/BS in either Automotive Technology or Business Management, or equivalent work experience
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments

Responsibilities

• Ensure clients are informed throughout the service experience from initial contact to vehicle handover
• Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
• Check in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentation
• Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
• Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
• Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
• Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
• Responsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
• Explanation of invoice to customers of repairs preformed to ensure correct understanding of completed work and that all concerns have addressed to customer satisfaction
• Greets incoming service clients, answer and direct phone calls, answer client questions, and take messages as needed
• Ensure that work done meets Lucid's exacting standards before vehicles are returned to clients – act as the last QC step
• Other duties as assigned

Skills

Customer service

Communication

Problem solving

Documentation

Front of House

Education

AA/BS in Automotive Technology or Business Management

Job description

Lucid Motors in Scottsdale, AZ is seeking a Service Advisor to deliver exceptional customer experiences through the service process. You will greet clients, consult with technicians, document concerns for diagnosis, explain options, and track vehicles through maintenance to ensure high quality repair work.

Ideal candidates have 2–5 years in automotive service, strong interpersonal and problem-solving skills, and the ability to document details clearly.