Sr. Service Advisor - Richmond, VA

Sr. Service Advisor - Richmond, VA

Mechanicsville, VA

At Lucid, we are creating exceptional mobility experiences through innovation to drive the world forward. Built on Lucid's proprietary technology and software-defined vehicle architecture, our award-winning vehicles bring our "Compromise Nothing" approach to the global automotive market. That means refusing to choose between performance and sustainability, design and engineering, ambition and integrity. In Lucid Air and Lucid Gravity, we have designed and built vehicles that have redefined their segments, combining exceptional range, performance, design, and expansive space in a single experience.

We achieve this through deep vertical integration, with design, engineering, and production happening in-house across our global offices and manufacturing facilities. Our teams come from industries around the world, united by a shared commitment to excellence. By refusing to settle, you can help redefine what's possible and shape the future of mobility.

The Senior Service Advisor acts as a leader in the service department, providing expert customer service and mentoring Service Advisors. They handle more complicated service requests, resolve escalated issues, and ensure that the service team consistently delivers exceptional customer experiences. Additionally, the Senior Service Advisor plays a key role in driving department efficiency and customer retention.

The Role:

• Mentor and guide new hire Service Advisors, equipping them with the knowledge and skills necessary to navigate internal processes effectively and excel in their roles
• Conduct daily tracking on the Service Operations Dashboard to ensure the Service Center adheres to work order management standards and maintains high-quality customer communications
• Work closely with the Shop Foreman to ensure technicians receive all necessary documentation from customers, facilitating accurate diagnosis of customer concerns and improving service efficiency
• Ensure clients are informed throughout the service experience from initial contact to vehicle handover
• Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
• Check in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentation
• Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
• Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
• Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
• Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
• Responsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
• Explanation of invoice to customers of repairs performed to ensure correct understanding of completed work and that all concerns have been addressed to customer satisfaction
• Greets incoming service clients, answer and direct phone calls, answer client questions, and take messages as needed
• Ensure that work done meets Lucid's exacting standards before vehicles are returned to clients act as the last QC step
• Other duties as assigned

Qualifications:

• Minimum 5+ years of experience in a Service Advisor role
• Previous experience mentoring Advisors or front of house functions
• Excellent interpersonal skills with a compassionate and patient demeanor
• Problem-solving and creative thinking skills
• Ability to articulate and document details to ensure smooth workflow
• Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge
• Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software
• Full-time, including weekends or extended hours during busy periods
• Willingness to complete Lucid provided CPR training post hire
• Valid driver's license with no suspensions within the past year. Drivers under 21 must have maintained a Driver's License for a minimum of 3 years and successfully complete Lucid Training upon hire

Preferred Qualifications:

• AA/BS in either Automotive Technology or Business Management, or equivalent work experience
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments

Compensation & Benefits: Lucid offers a comprehensive and competitive benefits package including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays; and a 401(k) retirement plan. Eligible employees may also participate in Lucid's equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable plans.

Equal Opportunity: At Lucid, we believe diversity strengthens everything we build. Lucid Motors is proud to be an equal opportunity employer and is committed to providing an inclusive workplace for all. We consider all qualified applicants without regard to race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity or expression, marital status, or any other characteristic protected by applicable state or federal laws and regulations.

Accessibility: Lucid Motors is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need any accommodation to participate in the application process, please contact us at View email address on click.appcast.io.

Candidate Data Privacy: By submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice.

To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to Lucid Motors. Lucid Motors is not responsible for any fees related to unsolicited resumes.