Service Experience Advisor — Customer-First Brand Ambassador

Rivian; Milpitas (CA); On-site; USD 42,000 - 69,000; Full time

Job summary

Rivian in California is seeking a Service Advisor to be the primary liaison for Rivian owners, guiding them through the service journey with empathy and clear communication. You will coordinate with technicians, parts, and the production team to translate needs into accurate estimates, keep owners informed, and uphold Rivian's hospitality standards.

This level-agnostic posting welcomes candidates across seniority; the role emphasizes strong customer engagement, problem resolution, and

Qualifications

• Experience in a customer-facing role is required.
• 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, 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.

Skills

Customer-facing

Hospitality

Communication

Organization

Education

High School Diploma

Tools

CRM systems

Windows

Google Workspace

Mac

Job description

Rivian in California is seeking a Service Advisor to be the primary liaison for Rivian owners, guiding them through the service journey with empathy and clear communication. You will coordinate with technicians, parts, and the production team to translate needs into accurate estimates, keep owners informed, and uphold Rivian's hospitality standards.

This level-agnostic posting welcomes candidates across seniority; the role emphasizes strong customer engagement, problem resolution, and