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Senior Service Launch Advisor, Field Service (West Us)
Posted on 3/11/2022
INACTIVE
Locations
Remote in USA • Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Sales
Requirements
  • Minimum of 2 - 3 years experience in an in high-end customer service environment
  • High school diploma or equivalent
  • 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 18 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
  • Fully vaccinated against COVID-19 virus (proof required)
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
  • Ability to train/coach field service advisors on process
  • Understanding of overall shop operations and ability to partner with service teams to improve efficiency
  • Ability to facilitate training for large groups
  • Collaboration with Operations Managers and Regional Managers to understand training needs
  • Collaborate with cross functional teams to develop content and share feedback from the field teams
  • Ability to train/coach field service advisors on process
  • Understanding of overall shop operations and ability to partner with service teams to improve efficiency
Rivian

10,001+ employees

Electric vehicles manufacturer
Automotive
Company Overview
Rivian is on a mission to keep the world adventurous forever. The company believes there is a more responsible way to explore the world and is determined to make the transition to sustainable transportation an exciting one. Rivian designed their emissions-free Electric Adventure Vehicles to challenge what's possible.
Benefits
  • Ownership for All: We offer every employee the opportunity to own Rivian stock through equity programs, supporting their financial wellness.
  • Mental and Emotional Wellness: We provide employees and their families access to mental wellness platforms and our Employees Assistance Program
  • Fertility and Family Planning: We support diverse family-building journeys, providing employees with benefits such as paid parental leave and financial support for adoption, fertility treatments or surrogacy.
  • Competitive Compensation: We offer competitive compensation packages driven by mutual investment in our long-term growth and success.
  • Career Development: We enable all employees to own their development. Continuous learning opportunities and tuition reimbursement help drive performance, boost engagement and develop future leaders.
  • Transgender Benefits: In alignment with WPATH guidelines, our 2022 plans provide coverage toward medical, pharmacy and cosmetic needs.
Company Values
  • A diverse workforce
  • Embracing active allyship
  • Purpose-driven partnerships
  • Supporting our team