Service Advisor

About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions‑free electric adventure vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary This position is for a Service Advisor, the central point of contact and trusted guide for our owners throughout their service experience. This role requires a deeply empathetic, organized, and brand‑focused individual who thrives on creating positive interactions and seamless processes. The Service Advisor is a critical liaison, translating complex vehicle needs into clear, confidence‑inspiring communication for customers while coordinating flawlessly with the service production team. Responsibilities Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover. Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit. Translate technical information from technicians into simple, understandable language for owners. Proactively communicate updates on vehicle status, managing timelines and ensuring a transparent process. Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned. Prepare and explain estimates and invoices with clarity and accuracy. Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand. Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded. Uphold Rivian's standards for hospitality, presentation, and process in every interaction. Act as the on‑site liaison between Rivian’s centralized Service Support Operations Center and local Service Center operations. Support the launch and setup of new Service Center locations, training initiatives, and process improvements. Assist in warranty repairs and ensure compliance with state and federal automotive repair laws. Manage relationships with third‑party vendors, documenting work orders and coordinating with the production team to ensure seamless after‑hours service completion. May require regular interaction with customers, families, 3rd‑party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events. Qualifications High School Diploma or GED is required. Must be at least 21 years old. Must possess a valid driver’s license and maintain a clean driving record. Must be available for a 40‑hour work week, which may include weekends, holidays, and varied shifts based on business needs. Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.). Exceptional organizational skills, a meticulous attention to detail, and a passion for creating order. Outstanding written and verbal communication skills in English. Ability to perform physical tasks such as standing or sitting for extended periods, and walking the service facility. Experience Experience in a customer‑facing role is required. Backgrounds in hospitality, retail, or fast‑paced, system‑driven restaurants are highly valued. Automotive service experience is a plus but not a prerequisite for entry‑level roles. Proven ability to de‑escalate sensitive situations and resolve customer concerns with empathy and professionalism. Experience managing complex scheduling, billing, and work order systems is a plus. Spectrum of Advisor Skills Customer Engagement & Hospitality: An advisor is the face of Rivian service. Foundational skills include a warm, professional demeanor and the ability to follow established communication guidelines. An advanced advisor moves beyond guidelines to provide anticipatory service, remembering owner preferences, proactively addressing unstated needs, and building genuine, long‑term relationships that foster trust and brand loyalty. Technical Acumen & Translation: A core competency is bridging the communication gap between the technician and the owner. A developing advisor accurately transcribes customer concerns and looks up vehicle information. A highly skilled advisor comprehends complex diagnostic concepts, asks clarifying questions of technicians, and can then translate that information into simple, clear, and confident explanations for the owner, ensuring they feel informed and empowered, never confused or intimidated. Process & Systems Management: The service experience relies on operational precision. An entry‑level advisor manages the entire service workflow, from booking appointments to closing out work orders. An expert advisor masters this workflow, handling a high volume of complex work orders simultaneously, coordinating seamlessly with parts and production, and identifying process inefficiencies to ensure the front‑of‑house operation runs with impeccable rhythm and consistency. Problem Resolution & De‑escalation: Service can be stressful for owners, and advisors must be a calming, confident presence. A junior advisor can identify an escalating situation and hand it off according to procedure. A senior advisor possesses the emotional intelligence and authority to autonomously de‑escalate complex and sensitive customer issues with grace, turning a potentially negative experience into a moment that strengthens the owner’s trust in Rivian. Brand Ambassadorship: Every advisor is a steward of the Rivian brand. A foundational understanding includes knowledge of our products and a commitment to our values. A top‑tier advisor deeply embodies the brand, living our values of adventure, curiosity, and community in every interaction. They don't just provide a service; they deliver an experience that consistently reinforces why owners chose to be a part of the Rivian journey. Pay Disclosure The salary range for this role is 19.99 – 28.56 for Texas based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus. Benefits We offer a comprehensive package of benefits for full‑time and part‑time employees, their spouse or domestic partner, and children up to age 26, including paid vacation, paid sick leave, and a competitive portfolio of insurance benefits such as life, medical, dental, vision, short‑term and long‑term disability insurance. Eligible employees may also participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program. Full‑time coverage is effective on the first day of employment; part‑time coverage is effective the first of the month following 90 days of employment. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data when you apply for employment and/or participate in our recruitment processes. 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 data for tracking interactions with our recruiting system; carrying out, analyzing and improving our application and recruitment process; establishing an employment relationship; complying with legal, regulatory and corporate governance obligations; record‑keeping; ensuring network and information security; and for other purposes required by applicable law. Rivian may share your personal data with internal personnel who have a need to know, Rivian affiliates, and Rivian’s service providers including providers of background checks, staffing services, and cloud services. Rivian may transfer or store data internationally, including to the United States, Canada, the United Kingdom, and the European Union. This data may be subject to laws and accessible to courts and law enforcement authorities of those jurisdictions. #J-18808-Ljbffr