Service Advisor, Millbrae

Service Advisor, Millbrae

Millbrae, CA Leading the future in luxury electric and mobility At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

As a Service Advisor at Lucid, you will be responsible for providing excellent customer service to our clients and ensuring an exceptional customer experience at all steps of the service process. You will greet clients promptly, consult with technicians, accurately document client concerns for diagnosis and repair, and explain all service options to clients, including time and cost estimates. You will also track all client vehicles through the maintenance and repair process, ensuring that work done meets Lucid's quality standards before vehicles are returned to clients.

Responsibilities:

• 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 preformed to ensure correct understanding of completed work and that all concerns have been address 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:

• 2-5 years previous automotive experience and training in a Service Advisor or Front of House customer facing role
• 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

At Lucid, we don't just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations. Compensation Range : The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.

Base Pay Range (hourly)

$30 - $41 USD

Additional Compensation and Benefits : Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid's equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)