Service Support Advisor III

Role Summary 

The Service Support Advisors are the virtual, end-to-end point of contact for Rivian owners needing assistance with vehicle education, charging and/or connectivity questions, or servicing/repair of their Rivian vehicle.  

This role is not available remotely and will be based in our Plymouth, Michigan office. 

Responsibilities

• The Service Advisors are the virtual, end-to-end point of contact for Rivian owners needing assistance with general vehicle questions, charging and/or connectivity education/repair/maintenance and service intake.  Customer interaction can take place through an omni-channel solution (phone calls, emails, chat, SMS/text).   
• Utilizing strong listening/comprehension skills, you will triage the situation either over the phone or other reporting methods, document vehicle concerns/symptoms and determine the best servicing solution, all with a customer-first focus.     
• You will document customer concerns, determine if a quick technical solution is available, execute the solution, and document.     
• The Service Support Advisor will create the repair plan, order parts, schedule service appointments and alternative transportation needs then communicate next-steps back to the customer for agreement and work authorization.  
• You will convey confidence to the customer that you are their guide along the path to vehicle service. 

Qualifications

• 1-3 years of experience preferred providing outstanding customer service in automotive or related field explaining/educating advanced technology, documenting customer concerns and resolution.     
• Enthusiasm and passion for Rivian and electric vehicles.  
• Find it rewarding helping a customer in need  
• Empathy, sincerity, patience, and strong communication skills   
• Excellent follow-up and probing skills   
• Strong problem-solving capabilities  
• The ability to maintain composure under pressure and deal with ambiguity    
• The ability to multi-task not only while providing exceptional quality work while navigating multiple, different work streams and tools   
• Willingness to learn new and innovative automotive technologies   
• Work in a team-based environment and achieve a common goal   
• Being a 24/7-hour call center environment, you should be willing and able to work 1st, 2nd, or 3rd shift including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions.  
   

Pay Disclosure

The salary range for this role is USD 24.53 - 27.26 for Michigan 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 and for a shift differential on top of base hourly pay in accordance with the Company’s shift differential pay schedule.

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 but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com. 

You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed.