About RivianRivian 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 SummaryThe 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.ResponsibilitiesPromote team member understanding of company vision and goals.Actively supports management in the planning and execution of the launch of Service centersUtilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure learning effectivenessEncourages team members to deliver a top-notch customer experience. Works every day to deliver an exceptional customer experience.Answer phone calls, emails, and drive-ins to address any customer concern with the highest level of response and attentionResponds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customersTranslate customer-reported service-related problems to actionable work orders for technicians to completeDetermine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating systemCommunicate estimated completion time, regular updates, and follow through on each customer vehicleInspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctlyCoordinate and communicate the details of every vehicle with each customer prior to deliveryAnalyzes service lapses that impact customer experience and work with supervisor to ameliorateAdminister new and used vehicle warranty repairs in accordance with manufacturer warranty guidelinesMeet requirements of the state and federal law for automobile repair and consumer protectionLead continuous improvement activities as neededRead and comprehend instructions and follow established procedures. Assist in the development of standardized workCommunicate best practices, problem resolution and performance data to Supervisor and boundary partners as neededMaintain a high-quality relationship with all departments within the organizationSupport and participate in initial Launch activities for setting up SC locations and model change activitiesMay perform other duties as assignedQualificationsHS Diploma or GED preferred2 - 3 years' experience in a customer facing role or similar in the Automotive industry (Automotive experience preferred but not required) or, a combination of education and experience.Very strong communication skillsRemains flexible and r