Service Advisor - Tualatin, OR

Rivian; Tualatin (OR); On-site; USD 39,686 - 56,677; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Health coverage

Dental coverage

Vision coverage

Medication coverage

Short-term and long-term disability

401(k) plan

Employee Stock Purchase Program

Job summary

Rivian is seeking a Service Advisor in Oregon to be the main contact for owners through their service journey. You will translate complex vehicle needs into clear, confident explanations and coordinate with the service production team to deliver a seamless experience.

Responsibilities include documenting concerns, updating owners, and preparing accurate estimates and invoices while upholding Rivian brand standards and hospitality.

Qualifications

• Experience in a customer-facing role required.
• Automotive service experience is a plus but not required for entry-level roles.
• Ability to lift up to 50 lbs. and perform physical tasks.
• Must be at least 21 years old with a valid driver’s license.
• Ability to read, write, and speak fluent English.

Responsibilities

• Serve as the primary point of contact for owners from scheduling to vehicle handover.
• Listen to owner concerns, document them in the repair order, and set clear expectations for the visit.
• Translate technical information from technicians into clear owner explanations.
• Proactively communicate updates on vehicle status and manage timelines.
• Coordinate with Parts and Production teams to align service visits.
• Explain estimates and invoices clearly to owners.
• Uphold Rivian hospitality, presentation, and process standards in every interaction.
• Act as the on-site liaison between Rivian’s Service Support Operations Center and local Service Center operations.

Skills

Customer service

Communication

Organization

English fluency

Physical ability

Tech literacy

Education

High School Diploma or GED

Tools

CRM systems

Windows

Google Workspace

MacOS

Job description

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions‑free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

This position is for a Service Advisor, the central point of contact and trusted guide for our owners throughout their service experience. The Service Advisor is a critical liaison, translating complex vehicle needs into clear, confidence‑inspiring communication for our customers, while coordinating flawlessly with the service production team.

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.
• Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
• Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
• 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.
• Manage relationships with third‑party vendors, documenting work orders and coordinating with the production team to ensure seamless after‑hours service completion.
• Interact regularly with customers, their families, 3rd‑party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events.

Qualifications

• High School Diploma or GED (preferred); 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, 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, write, and speak fluent English.
• Ability to see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.

Experience

Experience in a customer‑facing role is required. Backgrounds in hospitality, retail, or fast‑paced, system‑driven restaurants are highly valued. 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 is essential. Experience managing complex scheduling, billing, and work order systems is a plus.

Spectrum of Advisor Skills

Customer Engagement & Hospitality

Foundational skills include a warm, professional demeanor and the ability to follow established communication guidelines. An advanced advisor moves beyond guidelines to provide anticipatory service, remembering owner preferences, proactively addressing unstated needs, and building genuine, long‑term relationships that foster trust and brand loyalty.

Technical Acumen & Translation

A core competency is the ability to bridge the communication gap between the technician and the owner. A developing advisor can accurately transcribe customer concerns and look up vehicle information. A highly skilled advisor comprehends complex diagnostic concepts, asks clarifying questions of technicians, and can then translate that information into simple, clear, and confident explanations for the owner.

Process & Systems Management

The service experience relies on operational precision. An entry‑level advisor manages the entire service workflow, from booking appointments to closing out work orders. An expert advisor masters this workflow, handling a high volume of complex work orders simultaneously, coordinating seamlessly with parts and production, and identifying process inefficiencies to ensure the entire front‑of‑house operation runs with impeccable rhythm and consistency.

Problem Resolution & De‑escalation

Service can be stressful for owners, and advisors must be a calming, confident presence. A junior advisor can identify an escalating situation and hand it off according to procedure. A senior advisor possesses the emotional intelligence and authority to autonomously de‑escalate complex and sensitive customer issues with grace, turning a potentially negative experience into a moment that strengthens the owner's trust in Rivian.

Brand Ambassadorship

Every advisor is a steward of the Rivian brand. A foundational understanding includes knowledge of our products and a commitment to our values. A top-tier advisor deeply embodies the brand, living our values of adventure, curiosity, and community in every interaction.

Pay Disclosure

Salary range for this role: $19.08 – $27.26 for Oregon based applicants. The successful candidate may be eligible for an annual performance bonus and benefits as described below.

Benefits

• Paid vacation and paid sick leave
• Health, dental, vision, and medication coverage
• Short‑term and long‑term disability insurance
• Competitive 401(k) plan
• Employee Stock Purchase Program (eligible)
• Coverage effective on the first day for full‑time employees; for part‑time employees on the first of the month following 90 days of employment

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information, disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.