Explore careers

Want to be part of the innovative teams on the frontlines of climate technology? View open jobs and easily apply.

Aerial view of a mall plane flying over fields
\n\n
<div id="skip" class="jibe-container" role="navigation" aria-label="link navigation">\n  <button class="skip-to-main" onclick="skipToMain()" role="link">Skip to Main Content</button>\n</div>\n\n  <div id="all-content" class="snap-content " role="main">\n      \n\n    <section class="header-container" role="navigation">\n
\n
\n
\n \n\n\n\n
\n
\n \n \"logo\"\n
\n
\n \n \n
\n
\n
\n
\n / home \n
\n
\n
\n \n\n
</div>         \n<div class="collapse mobile-menu navbar-nav" id="header-nav--collapse">\n    <ul class="header__menu">\n      <li class="content-first">\n
\n

Search Jobs\n

\n\n
  • Home
  • \n
  • Work
  • \n
  • Life
  • \n
  • Students
  • \n
  • Check Application Status
  • \n \n
    \n
    \n \n\n\n \n\n \n \n\n
    <descriptions-app style="display: block;" _nghost-fqp-c72="" ng-version="11.0.5"><div _ngcontent-fqp-c72="" class="job-description-container">\n
    \n
    \n
    \n\n
    \n
    \n
    \n

    Sr. Service Advisor

    \n\n
    \n\n
    \n
    \n

    Job Description

    \n
    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. 

    \n

     

    \n

    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 Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.  This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.  Experience in training, process standardization, continuous improvement, and managing escalations is a plus.


    Responsibilities

      \n
    • Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal 
    • \n
    • Generate training tools and SOPs for new team members 
    • \n
    • Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other
    • \n
    • Teach team members and team leaders to resolve problems by working collaboratively with each other 
    • \n
    • Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness 
    • \n
    • Assist in the development of standardized work. Read and comprehend instructions and follow established procedures. 
    • \n
    • Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill
    • \n
    • Lead continuous improvement activities as needed
    • \n
    • Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager 
    • \n
    • Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration
    • \n
    • Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience
    • \n
    • Communicate estimated completion time, regular updates, and follow through on each customer vehicle 
    • \n
    • Translate customer-reported service-related problems to actionable work orders for technicians to complete 
    • \n
    • Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system 
    • \n
    • Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.  
    • \n
    • Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.
    • \n
    • Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
    • \n
    • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines 
    • \n
    • Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
    • \n
    • Meet requirements of the state and federal law for automobile repair and consumer protection
    • \n
    • Read and comprehend instructions and follow established procedures. Assist in the development of standardized work 
    • \n
    • May perform other duties as assigned
    • \n

    Qualifications

      \n
    • HS Diploma or GED preferred
    • \n
    • 5+ years’ experience in a customer facing role
    • \n
    • Experience of working and managing a team in a fast-paced environment is highly favored 
    • \n
    • Degree or training in team leading/management is a plus
    • \n
    • OR, A combination of education and experience.
    • \n
    • Working knowledge in Excel, Word, PowerPoint and Outlook programs 
    • \n
    • Experience leading and mentoring a team of 4 or more
    • \n
    • Continuous improvement process experience 
    • \n
    • Effective and professional oral and written communication skills with an ability to translate customer needs
    • \n
    • Demonstrated problem solving skills 
    • \n
    • Strong team orientation 
    • \n
    • Organizational and time management skills. Ability to meet deadlines and stay within budget 
    • \n
    • Ability to set tasks and responsibilities 
    • \n
    • Quick and appropriate decision-making abilities 
    • \n
    • Product and industry knowledge, Automotive experience preferred 
    • \n
    • Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
    • \n
    • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
    • \n
    • Basic mathematics skills to prepare and transact estimates and payments
    • \n
    • Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
    • \n
    • Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
    • \n
    • Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
    • \n
    • Minimum age of 21
    • \n
    • Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
    • \n
    • No driving related suspensions or revocation of Driver License (within a 3-5year period)
    • \n



    Equal Opportunity

    \n

    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.

    \n

     

    \n

    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 candidateaccommodations@rivian.com.

    \n

    Candidate Data Privacy

    \n

    Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. 

    \n

     

    \n

    Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. 

    \n

     

    \n

    Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.  

    \n

     

    \n

    Please note that we are currently not accepting applications from third party application services.

    \n
    \n\n
    \n\n
    \n
    \n\n \n\n \n\n \n \n\n \n
    <!-- FOR BRANDING SPECIFIC TRACKING SCRIPTS -->\n\n\n\n\n    \n
    \n\n
    \n
    \n
    \n

    Subscribe to learn about our latest news, updates and adventures.

    \n
    \n \n
    \n
    \n\n\n
    \n
    \n
    \n
    \n
    \n R1T\n R1S\n Gear Shop\n
    \n
    \n Fleet\n Our Company\n \n
    \n \n \n
    \n
    \n \n \n \n\n
          <a href="https://www.instagram.com/rivianofficial/" token-data="LP.FOOTER.SOCIAL-LINK_2" token-type="text" target="_blank">\n        <i class="fa fa-instagram" aria-hidden="true"></i>\n      </a>\n      <a href="https://twitter.com/rivian" token-data="LP.FOOTER.SOCIAL-LINK_3" token-type="text" target="_blank">\n        <i class="fa fa-twitter" aria-hidden="true"></i>\n      </a>\n      <a href="https://www.youtube.com/channel/UCPMdVVKDEUrbp3nH46sTZmg" token-data="LP.FOOTER.SOCIAL-LINK_4" token-type="text" target="_blank">\n        <i class="fa fa-youtube-play" aria-hidden="true"></i>\n      </a>\n  </div>\n</div>\n
    \n
    \n
    \n
    \n

    \n @ 2023, Rivian. All Rights Reserved.\n

    \n Privacy Policy\n Terms of Use \n

    \n @ 2023, Rivian. All Rights Reserved.\n

    \n
    \n
    \n
    \n\n\n\n\n\n\n\n\n\n\n\n\n\n
      </div>\n
    \n\n\n\n\n\n\n\n\n\n\n\n\n\n \n \n\n\n
    <script> window.jobDescriptionConfig = {"socialShare":true,"job":{"slug":"13003","category":[" Service"],"full_location":"Plymouth, Michigan","short_location":"Plymouth, Michigan","language":"en-us","languages":["en-us"],"client_code":"rivian","req_id":"13003","title":"Sr. Service Advisor","description":"<strong>About Rivian</strong><br><br><p style=\\"margin: 0px;\\">Rivian&nbsp;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.&nbsp;</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">As a company, we constantly challenge what&rsquo;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.&nbsp;</p> <br><strong>Role Summary</strong><br><br><p style=\\"margin: 0px;\\">The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.&nbsp; This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.&nbsp; Experience in training, process standardization, continuous improvement, and managing escalations is a plus.</p> <br><strong>Responsibilities</strong><br><br><ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul> <br><strong>Qualifications</strong><br><br><ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul> <br><strong class=\\"jdheading\\"></strong><br><br><h4><strong>Equal Opportunity</strong></h4><p style=\\"margin: 0px;\\">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.</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">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&nbsp;<a href=\\"mailto:candidateaccommodations@rivian.com?subject=Application%20to%20Rivian%20-%20Assistance%20Request\\" target=\\"_blank\\" rel=\\"noopener\\">candidateaccommodations@rivian.com</a>.</p><h4><strong>Candidate Data Privacy</strong></h4><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (&ldquo;Candidate Personal Data&rdquo;). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian&rsquo;s service providers, including providers of background checks, staffing services, and cloud services.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.&nbsp;</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><strong>Please note that we are currently not accepting applications from third party application services.</strong></p>","location_name":"13250 North Haggerty (Plymouth Michigan)","street_address":"13250 N. Haggerty Road","city":"Plymouth","state":"Michigan","country":"United States","country_code":"US","postal_code":"48170-4206","location_type":"LAT_LNG","latitude":42.37143,"longitude":-83.47021,"additional_locations":[],"categories":[{"name":"Service"}],"tags1":["Full Time"],"department":"","benefits":[],"employment_type":"FULL_TIME","qualifications":"<ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul>","hiring_organization":"Rivian","hiring_organization_logo":"https://Rivian.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=51&hashed=-1937123","responsibilities":"<ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul>","posted_date":"2023-09-11T22:29:00+0000","apply_url":"https://us-careers-rivian.icims.com/jobs/13003/login","internal":false,"searchable":true,"active":true,"applyable":true,"li_easy_applyable":true,"ats_code":"icims","hiring_flow_name":"iCIMS ATS Hiring Flow","meta_data":{"openingjobs":{"openingJobId":"00006cee40948071f7550755a7de6d9309b7"},"icims":{"revision_int":3,"uuid":"40c60a26-8577-4fec-8c65-209607b4443b","primary_posted_site_object":{"datePosted":"2023-09-11T22:29:00+0000","site":"us-careers-rivian","siteId":"efbf127b-fc4b-4b4e-a3dd-73c038922782"},"date_updated":"2023-09-25T21:26:10Z","config_keys":null,"jps_is_public":true},"elasticsearch":{"es_created":false},"ats_job_hash":"fa31c06def7519717cfe3e517cd27d14","googlejobs":{"jobName":"projects/helpful-passage-853/tenants/cb22eb5b-7e00-0000-0000-007edad744d3/jobs/137115543405503174"},"import_id":"810b311a-0bb4-4e5a-87cf-3468bef88f1d","redirectOnApply":true,"questionservice":{"id":"28558328"},"import_source":"ImporterService","client_code":"rivian"},"update_date":"2023-09-25T21:26:47+0000","create_date":"2023-09-11T22:30:32+0000"},"jobFormatted":{"categories":"Service","location":"Plymouth, Michigan","title":"Sr. Service Advisor","seo_title":["Service","Plymouth%2C+Michigan","Sr.+Service+Advisor"],"description":"<strong>About Rivian</strong><br><br><p style=\\"margin: 0px;\\">Rivian&nbsp;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.&nbsp;</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">As a company, we constantly challenge what&rsquo;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.&nbsp;</p> <br><strong>Role Summary</strong><br><br><p style=\\"margin: 0px;\\">The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.&nbsp; This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.&nbsp; Experience in training, process standardization, continuous improvement, and managing escalations is a plus.</p> <br><strong>Responsibilities</strong><br><br><ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul> <br><strong>Qualifications</strong><br><br><ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul> <br><strong class=\\"jdheading\\"></strong><br><br><h4><strong>Equal Opportunity</strong></h4><p style=\\"margin: 0px;\\">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.</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">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&nbsp;<a href=\\"mailto:candidateaccommodations@rivian.com?subject=Application%20to%20Rivian%20-%20Assistance%20Request\\" target=\\"_blank\\" rel=\\"noopener\\">candidateaccommodations@rivian.com</a>.</p><h4><strong>Candidate Data Privacy</strong></h4><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (&ldquo;Candidate Personal Data&rdquo;). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian&rsquo;s service providers, including providers of background checks, staffing services, and cloud services.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.&nbsp;</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><strong>Please note that we are currently not accepting applications from third party application services.</strong></p>","qualifications":"<ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul>","responsibilities":"<ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul>","clientName":"Rivian Careers Home","locations":"Plymouth, Michigan"},"jdSettings":{"options":{"metadata":{"options":{"enabled":false,"data":[]},"categories":{"enabled":true},"locations":{"enabled":true},"req_id":{"enabled":true},"placement":"top"},"video":{"enabled":false,"placement":"above_description"},"displayFields":{"fieldOrder":["locations","categories"],"fields":[{"item":"locations","token":"JOB_DESCRIPTION.LOCATION","ariaLabel":"JOB_DESCRIPTION.LOCATION_ARIA_LABEL","fieldType":"location"},{"item":"categories","token":"JOB_DESCRIPTION.CATEGORIES","ariaLabel":"JOB_DESCRIPTION.CATEGORIES_ARIA_LABEL","objectArrayKey":"name"}]}}},"sectionOrder":["description"],"getReferredEnabled":false,"addThisDisabled":true,"externalTrackifEnabled":false,"jibeTrackifEnabled":false,"brandName":"careers-home","globalSearchEnabled":false,"jobLangData":[],"referrals":{"enabled":false,"recruit":false},"seoMetaData":{"clientName":"Rivian Careers Home","data":{"slug":"13003","category":[" Service"],"full_location":"Plymouth, Michigan","short_location":"Plymouth, Michigan","language":"en-us","languages":["en-us"],"client_code":"rivian","req_id":"13003","title":"Sr. Service Advisor","description":"<strong>About Rivian</strong><br><br><p style=\\"margin: 0px;\\">Rivian&nbsp;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.&nbsp;</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">As a company, we constantly challenge what&rsquo;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.&nbsp;</p> <br><strong>Role Summary</strong><br><br><p style=\\"margin: 0px;\\">The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.&nbsp; This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.&nbsp; Experience in training, process standardization, continuous improvement, and managing escalations is a plus.</p> <br><strong>Responsibilities</strong><br><br><ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul> <br><strong>Qualifications</strong><br><br><ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul> <br><strong class=\\"jdheading\\"></strong><br><br><h4><strong>Equal Opportunity</strong></h4><p style=\\"margin: 0px;\\">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.</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">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&nbsp;<a href=\\"mailto:candidateaccommodations@rivian.com?subject=Application%20to%20Rivian%20-%20Assistance%20Request\\" target=\\"_blank\\" rel=\\"noopener\\">candidateaccommodations@rivian.com</a>.</p><h4><strong>Candidate Data Privacy</strong></h4><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (&ldquo;Candidate Personal Data&rdquo;). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian&rsquo;s service providers, including providers of background checks, staffing services, and cloud services.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.&nbsp;</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><strong>Please note that we are currently not accepting applications from third party application services.</strong></p>","location_name":"13250 North Haggerty (Plymouth Michigan)","street_address":"13250 N. Haggerty Road","city":"Plymouth","state":"Michigan","country":"United States","country_code":"US","postal_code":"48170-4206","location_type":"LAT_LNG","latitude":42.37143,"longitude":-83.47021,"additional_locations":[],"categories":[{"name":"Service"}],"tags1":["Full Time"],"department":"","benefits":[],"employment_type":"FULL_TIME","qualifications":"<ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul>","hiring_organization":"Rivian","hiring_organization_logo":"https://Rivian.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=51&hashed=-1937123","responsibilities":"<ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul>","posted_date":"2023-09-11T22:29:00+0000","apply_url":"https://us-careers-rivian.icims.com/jobs/13003/login","internal":false,"searchable":true,"active":true,"applyable":true,"li_easy_applyable":true,"ats_code":"icims","hiring_flow_name":"iCIMS ATS Hiring Flow","meta_data":{"openingjobs":{"openingJobId":"00006cee40948071f7550755a7de6d9309b7"},"icims":{"revision_int":3,"uuid":"40c60a26-8577-4fec-8c65-209607b4443b","primary_posted_site_object":{"datePosted":"2023-09-11T22:29:00+0000","site":"us-careers-rivian","siteId":"efbf127b-fc4b-4b4e-a3dd-73c038922782"},"date_updated":"2023-09-25T21:26:10Z","config_keys":null,"jps_is_public":true},"elasticsearch":{"es_created":false},"ats_job_hash":"fa31c06def7519717cfe3e517cd27d14","googlejobs":{"jobName":"projects/helpful-passage-853/tenants/cb22eb5b-7e00-0000-0000-007edad744d3/jobs/137115543405503174"},"import_id":"810b311a-0bb4-4e5a-87cf-3468bef88f1d","redirectOnApply":true,"questionservice":{"id":"28558328"},"import_source":"ImporterService","client_code":"rivian"},"update_date":"2023-09-25T21:26:47+0000","create_date":"2023-09-11T22:30:32+0000"},"formattedData":{"categories":"Service","location":"Plymouth, Michigan","title":"Sr. Service Advisor","seo_title":["Service","Plymouth%2C+Michigan","Sr.+Service+Advisor"],"description":"<strong>About Rivian</strong><br><br><p style=\\"margin: 0px;\\">Rivian&nbsp;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.&nbsp;</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">As a company, we constantly challenge what&rsquo;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.&nbsp;</p> <br><strong>Role Summary</strong><br><br><p style=\\"margin: 0px;\\">The Service Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.&nbsp; This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.&nbsp; Experience in training, process standardization, continuous improvement, and managing escalations is a plus.</p> <br><strong>Responsibilities</strong><br><br><ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul> <br><strong>Qualifications</strong><br><br><ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul> <br><strong class=\\"jdheading\\"></strong><br><br><h4><strong>Equal Opportunity</strong></h4><p style=\\"margin: 0px;\\">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.</p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\">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&nbsp;<a href=\\"mailto:candidateaccommodations@rivian.com?subject=Application%20to%20Rivian%20-%20Assistance%20Request\\" target=\\"_blank\\" rel=\\"noopener\\">candidateaccommodations@rivian.com</a>.</p><h4><strong>Candidate Data Privacy</strong></h4><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (&ldquo;Candidate Personal Data&rdquo;). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian&rsquo;s service providers, including providers of background checks, staffing services, and cloud services.</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><span data-contrast=\\"auto\\">Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.&nbsp;</span><span data-ccp-props=\\"{"335551550":6,"335551620":6,"335559739":240}\\">&nbsp;</span></p><p style=\\"margin: 0px;\\">&nbsp;</p><p style=\\"margin: 0px;\\"><strong>Please note that we are currently not accepting applications from third party application services.</strong></p>","qualifications":"<ul><li>HS Diploma or GED preferred</li><li>5+ years&rsquo; experience in a customer facing role</li><li>Experience of working and managing a team in a fast-paced environment is highly favored&nbsp;</li><li>Degree or training in team leading/management is a plus</li><li>OR, A combination of education and experience.</li><li>Working knowledge in Excel, Word, PowerPoint and Outlook programs&nbsp;</li><li>Experience leading and mentoring a team of 4 or more</li><li>Continuous improvement process experience&nbsp;</li><li>Effective and professional oral and written communication skills with an ability to translate customer needs</li><li>Demonstrated problem solving skills&nbsp;</li><li>Strong team orientation&nbsp;</li><li>Organizational and time management skills. Ability to meet deadlines and stay within budget&nbsp;</li><li>Ability to set tasks and responsibilities&nbsp;</li><li>Quick and appropriate decision-making abilities&nbsp;</li><li>Product and industry knowledge, Automotive experience preferred&nbsp;</li><li>Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving</li><li>Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment</li><li>Basic mathematics skills to prepare and transact estimates and payments</li><li>Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).</li><li>Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners</li><li>Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.</li><li>Minimum age of 21</li><li>Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours</li><li>No driving related suspensions or revocation of Driver License (within a 3-5year period)</li></ul>","responsibilities":"<ul><li>Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal&nbsp;</li><li>Generate training tools and SOPs for new team members&nbsp;</li><li>Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other</li><li>Teach team members and team leaders to resolve problems by working collaboratively with each other&nbsp;</li><li>Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness&nbsp;</li><li>Assist in the development of standardized work. Read and comprehend instructions and follow established procedures.&nbsp;</li><li>Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill</li><li>Lead continuous improvement activities as needed</li><li>Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager&nbsp;</li><li>Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration</li><li>Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience</li><li>Communicate estimated completion time, regular updates, and follow through on each customer vehicle&nbsp;</li><li>Translate customer-reported service-related problems to actionable work orders for technicians to complete&nbsp;</li><li>Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system&nbsp;</li><li>Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.&nbsp;&nbsp;</li><li>Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.</li><li>Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly</li><li>Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines&nbsp;</li><li>Analyzes service lapses that impact customer experience and work with supervisor to ameliorate</li><li>Meet requirements of the state and federal law for automobile repair and consumer protection</li><li>Read and comprehend instructions and follow established procedures. Assist in the development of standardized work&nbsp;</li><li>May perform other duties as assigned</li></ul>","clientName":"Rivian Careers Home","locations":"Plymouth, Michigan"}},"isNoIndex":false,"preloginConfiguration":null,"contextSettings":{"contextDefinitions":[{"name":"careers-home","displayName":"Rivian Careers Home","metadata":{"title":"Rivian Careers Home","description":"Rivian Careers Home"}},{"name":"life","displayName":"Rivian Life","metadata":{"title":"Rivian Life","description":"Rivian Life"}},{"name":"work","displayName":"Rivian Work","metadata":{"title":"Rivian Work","description":"Rivian Work"}},{"name":"students","displayName":"Rivian Students","metadata":{"title":"Rivian Students","description":"Rivian Students"}},{"redirectToForm":false,"successCTAButtonEnabled":true,"name":"talent-network","displayName":"Rivian Talent Community Landing Page","urlPath":"/talent-network","overrides":{"talentcommunity.integration.v2":{"enabled":true}},"createdAt":"2023-03-22T14:29:56+0000","creatorId":183525535,"creatorName":"icims-admin@rivian.com","updatedAt":"2023-03-31T18:26:57+0000"}],"defaultContext":"careers-home","currentContext":"careers-home","redirectWithSources":true,"currentClient":"rivian"},"similarJobsEnabled":false,"login":{},"inhouseAlertsEnabled":false}; </script>\n<script> window.jobDescriptionTemplates = {\n  sectionTop: "<!-- FOR BRANDING ELEMENTS TO BE PLACED ABOVE JOB DESCRIPTION BODY -->",\n  sectionBottom: "<!-- FOR BRANDING ELEMENTS TO BE PLACED BELOW JOB DESCRIPTION BODY -->",\n  additionalButton: "<!-- additional button on JD page -->",\n  getReferred: "<a href=\\"undefined\\" class=\\"get-referred cta-button\\">\\n  <span class=\\"fa fa-users\\" aria-hidden=\\"true\\"></span>\\n  Get Referred\\n</a>",\n  rightRailMedia: "",\n};\n</script>\n\n  <script src="https://app.jibecdn.com/prod/descriptions/1.1.44/polyfills-es5.js" nomodule=""></script>\n  <script src="https://app.jibecdn.com/prod/descriptions/1.1.44/polyfills.js"></script>\n  <script src="https://app.jibecdn.com/prod/descriptions/1.1.44/scripts.js"></script>\n  <script src="https://app.jibecdn.com/prod/descriptions/1.1.44/main.js"></script>\n\n\n\n  <script src="https://app.jibecdn.com/prod/social-share/0.0.33/runtime.js"></script>\n  <script src="https://app.jibecdn.com/prod/social-share/0.0.33/polyfills.js"></script>\n  <script src="https://app.jibecdn.com/prod/social-share/0.0.33/polyfills-es5.js" nomodule=""></script>\n  <script src="https://app.jibecdn.com/prod/social-share/0.0.33/vendor.js"></script>\n  <script src="https://app.jibecdn.com/prod/social-share/0.0.33/main.js"></script>\n\n\n\n\n\n\n\n\n<script data-cookieconsent="statistics">\n
    \n

    /**

    \n
      \n
    • @description: send an arbitrary payload to the server-side for later consumption.
    • \n
    • @param {Object} payload - a json payload that contains arbitrary data
    • \n
    • @param {String} payload.event_name - the unique name to associate with the event
    • \n
    • @param {String} payload.slug - the job id to associate with the event
    • \n
    • @param {String} payload.language - the locale to associate with the event\n */\n function sendEvent(payload) {\n// validation check\nif (!(payload || payload.event_name)) {\n console.error('insufficient data for meaningful response.');\n return;\n}
    • \n
    \n
    else {\n\n  // send ajax request to backend for consumption\n  $.ajax({\n    method: 'POST',\n    url: '/api/impression',\n    data: payload,\n    success: function (res) {\n      // console.log('successful ajax call with response: ', res);\n    }\n  });\n}\n
    \n

    }\n\n

    \n
    <!-- Accessibility BEGIN -->\n
    \n\n\n\n
    <script>\n  var referrer = location.protocol + "//" + location.host\n  if (document.referrer.length > 0 && document.referrer.indexOf(referrer) === -1 && !window.sessionStorage.getItem('externalReferrer')) {\n    window.sessionStorage.setItem('externalReferrer', document.referrer);\n  }\n</script>\n\n\n\n\n    \n
    \n

    \n
                <div class="third-party-button-container column-container">\n                <a aria-label="dismiss cookie message" role="button" tabindex="0" class="btn-primary accept-button" id="cookie-consent-accept-button">\n                  Okay\n                </a>\n            </div>\n        </div>\n        <span aria-label="dismiss cookie message" tabindex="0" class="close-button" id="cookie-consent-x">\n            x\n        </span>\n    </div>\n
    \n
    \n\n\n
        <script>\n        window.gdprConfiguration = {"enabled":true,"pixel_consent":{"enabled":true,"cookie_notice":true,"third_party":false,"versionId":"search-consent-1","show_consent":true},"apply_consent":{"enabled":false,"job_specific":true,"versionId":"apply-consent-1"},"ttl":2592000000};\n    </script>\n    <script type="text/javascript"> function defer(method) { if (window.jQuery) { method(); } else { setTimeout(function() { defer(method) }, 50); } } defer(function() { window.$ = jQuery; var head = window.document.querySelectorAll('head')[0], scrp = document.createElement('script'); scrp.setAttribute('type', 'text/javascript'); scrp.src = '/dist/js/gdpr.js?v=4.5.493'; jQuery(function() { window.document.body.appendChild(scrp); }); }); </script>\n
    \n","datePosted":"2023-09-12T12:04:27.763Z","validThrough":"2023-12-12","employmentType":[],"hiringOrganization":{"@type":"Organization","name":"Rivian","description":"Rivian is an American automotive manufacturer that develops and builds category-defining electric vehicles and accessories. We create innovative and technologically advanced products that are designed to excel at work and play with the goal of accelerating the global transition to zero-emission transportation and energy. Rivian provides a full suite of services that address the entire lifecycle of the vehicle and stay true to its mission to keep the world adventurous forever. Whether taking families on new adventures or electrifying fleets at scale, Rivian vehicles all share a common goal — preserving the natural world for generations to come.\n\nCome join the adventure with us at careers.rivian.com. ","numberOfEmployees":11075,"address":[{"address":{"@type":"PostalAddress","addressLocality":"Plymouth, MI, USA"}}],"sameAs":"https://rivian.com","url":"https://rivian.com","logo":"https://cdn.getro.com/companies/3490f08b-fa29-5c17-9841-55a0fe457a14","memberOf":{"@type":"Organization","name":"Amazon Climate Pledge","description":"","logo":"https://cdn.filepicker.io/api/file/VovG1DnqQ1OAUJgLCMuW","url":"portfoliojobs.theclimatepledge.com"},"keywords":"Manufacturing, Transportation"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Plymouth, MI, USA"}}}

    Sr. Field Service Advisor

    Rivian

    Rivian

    Plymouth, MI, USA
    Posted on Sep 12, 2023

    Sr. Service Advisor

    CAROUSEL_PARAGRAPH

    JOB_DESCRIPTION.SHARE.HTML

    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 Advisor will be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.  This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center.  Experience in training, process standardization, continuous improvement, and managing escalations is a plus.


    Responsibilities

    • Train, develop, and mentor team members. Promote team member understanding of company vision and goals. Over-deliver in a team-based environment to achieve a common goal 
    • Generate training tools and SOPs for new team members 
    • Supervise and support Team Members and Team Leaders by empowering them to continuously improve their processes resolve problems by working collaboratively with each other
    • Teach team members and team leaders to resolve problems by working collaboratively with each other 
    • Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness 
    • Assist in the development of standardized work. Read and comprehend instructions and follow established procedures. 
    • Monitor and manage budget cost center for role specific expenses i.e. vehicle rentals, loaners and Goodwill
    • Lead continuous improvement activities as needed
    • Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager 
    • Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams, model cross collaboration
    • Works every day to deliver an exceptional customer experience. Encourages team members to deliver an exceptional customer experience
    • Communicate estimated completion time, regular updates, and follow through on each customer vehicle 
    • Translate customer-reported service-related problems to actionable work orders for technicians to complete 
    • Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system 
    • Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions.  
    • Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion.
    • Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
    • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines 
    • Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
    • Meet requirements of the state and federal law for automobile repair and consumer protection
    • Read and comprehend instructions and follow established procedures. Assist in the development of standardized work 
    • May perform other duties as assigned

    Qualifications

    • HS Diploma or GED preferred
    • 5+ years’ experience in a customer facing role
    • Experience of working and managing a team in a fast-paced environment is highly favored 
    • Degree or training in team leading/management is a plus
    • OR, A combination of education and experience.
    • Working knowledge in Excel, Word, PowerPoint and Outlook programs 
    • Experience leading and mentoring a team of 4 or more
    • Continuous improvement process experience 
    • Effective and professional oral and written communication skills with an ability to translate customer needs
    • Demonstrated problem solving skills 
    • Strong team orientation 
    • Organizational and time management skills. Ability to meet deadlines and stay within budget 
    • Ability to set tasks and responsibilities 
    • Quick and appropriate decision-making abilities 
    • Product and industry knowledge, Automotive experience preferred 
    • Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
    • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
    • Basic mathematics skills to prepare and transact estimates and payments
    • Physical exertion may be required to perform occupational tasks (sitting or standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
    • Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
    • Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
    • Minimum age of 21
    • Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours
    • No driving related suspensions or revocation of Driver License (within a 3-5year period)



    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 candidateaccommodations@rivian.com.

    Candidate Data Privacy

    Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. 

     

    Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. 

     

    Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.  

     

    Please note that we are currently not accepting applications from third party application services.

    Subscribe to learn about our latest news, updates and adventures.