EV Service Advisor – Premium Customer Experience

Lucid Motors; Mission Viejo (CA); On-site; USD 39,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) retirement plan

Job summary

Lucid Motors in Mission Viejo, CA is seeking a Service Advisor to deliver exemplary customer service throughout the service journey, greet clients, consult with technicians, document concerns, and explain options including time and cost estimates. You will track vehicles through maintenance and ensure work meets Lucid's high standards before return.

Responsibilities include obtaining signatures for service authorization and invoices, coordinating loaner vehicles, and supporting a smooth check-in

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.
• Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge.
• Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software.
• Full-time, including weekends or extended hours during busy periods.
• Willingness to complete Lucid provided CPR training post hire.
• Valid driver’s license with no suspensions within the past year. Drivers under 21 must have maintained a Driver’s License for a minimum of 3 years and successfully complete Lucid Training upon hire

Responsibilities

• Inform clients 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 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

Interpersonal skills

Customer service

Problem solving

Documentation & data entry

Effective communication

Education

AA/BS in Automotive Technology or Business Management

Tools

MS Office

DMS software

Job description

Lucid Motors in Mission Viejo, CA is seeking a Service Advisor to deliver exemplary customer service throughout the service journey, greet clients, consult with technicians, document concerns, and explain options including time and cost estimates. You will track vehicles through maintenance and ensure work meets Lucid's high standards before return.

Responsibilities include obtaining signatures for service authorization and invoices, coordinating loaner vehicles, and supporting a smooth check-in