Rivian

United States, New York, New York City, United States

Posted on: 2022-11-18

Category: emobility

Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

Sr, Field Service Advisor

About the company:

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

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. 

Rivian is looking for an experienced Service Advisor to work at one of the world's most adventurous vehicle brands. 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.

Responsibilities

  • Works every day to deliver a world-class customer experience 
  • Answer phone calls, emails, and drive-in's to address any customer concern with the highest level of response and attention
  • Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact
  • Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion
  • 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
  • Translate customer-reported service-related problems to actionable work orders for technicians to complete
  • Communicate estimated completion time, regular updates, and follow through on each customer vehicle
  • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
  • Coordinate and communicate the details of every vehicle with each customer prior to delivery
  • Analyzes service lapses that result in customer impact and provide feedback and reporting as needed
  • Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
  • Perform detailed daily record keeping and reporting
  • Follow up with our customers on services provided; ensure they are satisfied with the work performed
  • Meet requirements of the state and federal law for automobile repair and consumer protection
  • Contribute to a Rivian culture that is inclusive, and maintain high levels of team morale
  • Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager
  • Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams
  • Perform other service-related duties as assigned and be an advocate for our customers
  • Over-deliver in a team-based environment to achieve a common goal

Qualifications

  • Minimum of 2 - 3 years experience in an in high-end customer service environment
  • High school diploma or equivalent preferred
  • Experience in an automotive or high-tech environment preferred
  • Experience with managing remote service teams preferred
  • Working knowledge and experience of automotive products, repairs, and parts
  • Exhibits patience, empathy, attention to detail, and a passion for problem-solving
  • Strong written and verbal communication skills with an ability to translate customer needs
  • Detail-oriented with strong analytical, organizational, and interpersonal skills
  • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment 
  • Professional appearance and work ethic
  • Strong desire to help people and willingness to learn new and innovative automotive technologies
  • Perform detailed daily record keeping and reporting
  • Over-deliver in a team-based environment to achieve a common goal
  • Basic mathematics skills to prepare and transact estimates and payments
  • Ability to travel up to 75% of the time
  • Must possess a valid driver's license and clean driving record
  • Ability to lift up to 50 lbs
  • Must be at least 21 years of age
  • 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 drug or alcohol related driving incidents in the last 3 years
  • No more than 1 serious moving violation in the last 3 years
  • Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle
  • Will be subject to continuous Motor Vehicle Record (MVR) monitoring
  • Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, 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
  • Strong understanding of written and spoken English
  • Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
  • Fully vaccinated against COVID-19 virus (proof required)

Salary Range: $38-$42 (actual compensation will be determined based on experience and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

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 [email protected].

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.