Service Concierge & Customer Experience Advisor

Rivian; Sunnyvale (CA); On-site; USD 32,000 - 47,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Health insurance

Life insurance

Dental insurance

Vision insurance

Short-term disability insurance

Long-term disability insurance

401(k) Plan

Employee Stock Purchase Program

Job summary

Rivian is seeking a Service Advisor in California to be the primary contact for owners from appointment to vehicle handover. The role requires empathy, organization, and brand focus, coordinating with technicians and the service production team to deliver a seamless experience.

Candidates should excel at translating complex diagnostics for customers, managing expectations, and maintaining clear communication.

Qualifications

• 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.
• Experience managing complex scheduling, billing, and work order systems is a plus.

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, 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 and connected to the Rivian brand.
• Manage internal systems to maintain impeccable records of all customer communications and repairs.
• 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 production team for after-hours service.

Skills

Customer-facing

Hospitality

Scheduling

English communication

Education

High School Diploma or GED

Tools

CRM systems

Windows/Google Workspace

Job description

Rivian is seeking a Service Advisor in California to be the primary contact for owners from appointment to vehicle handover. The role requires empathy, organization, and brand focus, coordinating with technicians and the service production team to deliver a seamless experience.

Candidates should excel at translating complex diagnostics for customers, managing expectations, and maintaining clear communication.