Service Support Field Advisor

Rivian; Malvern (Chester County); On-site; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking Service Support Field Advisors to enhance the customer experience for electric vehicle owners. In this dynamic role, you'll be the vital link between Rivian's centralized service operations and customers, providing assistance with vehicle education, charging, and roadside support. You'll engage with customers through various channels, ensuring their needs are met with empathy and expertise. If you have a passion for electric vehicles and enjoy helping others, this position offers a unique opportunity to contribute to a sustainable future while working in a collaborative team environment. Join the adventure and make a difference!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Flexible Work Hours

Qualifications

• 3-5 years of experience in customer service in automotive or related fields.
• Strong problem-solving capabilities and communication skills.

Responsibilities

• Act as the liaison between service operations and customers.
• Document vehicle concerns and provide technical solutions.

Skills

Customer Service

Problem-Solving

Communication Skills

Technical Education

Empathy

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

The Service Support Field Advisors are the on-site liaison between the Centralized Service Support Operations Center and on-site Service Center Operations as well as the end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, and/or connectivity questions, and roadside or servicing/repair of their Rivian vehicle.

Responsibilities

1. Act as the on-site liaison between the centralized Service Support Operations Center and Service Center Front of House operations.
2. Serve as the end-to-end point of contact for Rivian owners/fleet companies needing roadside assistance and/or vehicle, charging, and connectivity education/repair/maintenance. Customer interaction can occur in person or through an omnichannel solution (phone calls, emails, chat, SMS/text).
3. Triage situations in person or through reporting methods, document vehicle concerns/symptoms, and determine the best servicing solution, all with a customer-first focus.
4. Document customer concerns, determine if a quick technical solution is available, execute the resolution, and document.
5. Create service tickets for deeper diagnoses, work closely with the Remote Diagnostic Team to draft vehicle repair plans, activate repair plans, order parts, schedule service appointments, and communicate the next steps to customers.
6. Able to travel to Rivian's factory for periodic support.

Qualifications

1. 3-5 years of experience preferred in providing outstanding customer service in the automotive or related fields, explaining/educating advanced technology, documenting customer concerns and resolution.
2. Enthusiasm and passion for Rivian and electric vehicles.
3. Find it rewarding to help a customer in need.
4. Empathy, sincerity, patience, and strong communication skills.
5. Excellent follow-up and probing skills.
6. Strong problem-solving capabilities.
7. The ability to maintain composure under pressure and deal with ambiguity.
8. The ability to multi-task while providing exceptional quality work and navigating multiple work streams and tools.
9. Willingness to learn new and innovative automotive technologies.
10. Work in a team-based environment to achieve a common goal.
11. Willingness and ability to work 1st, 2nd, or 3rd shift, including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions.

Pay Disclosure

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day 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 or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at [e-mail].