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Field Service Advisor III
Confirmed live in the last 24 hours
Gaithersburg, MD, USA
Experience Level
Desired Skills
Customer Service
  • HS Diploma or GED preferred
  • 2 - 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 skills
  • Remains flexible and responsive to changing conditions. Exhibits patience, empathy, attention to detail, and a passion for problem-solving
  • Organizational and time management skills
  • Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment
  • Strong written and verbal communication skills with an ability to translate customer needs
  • Basic mathematics skills to prepare and transact estimates and payments
  • Physical exertion may be required to perform occupational tasks (sitting or 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
  • Ability to read and speak fluent English
  • Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics
  • Minimum age of 21
  • 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 driving related suspensions or revocation of Driver License (within a 3-5year period)
  • Promote team member understanding of company vision and goals
  • Actively supports management in the planning and execution of the launch of Service centers
  • Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure learning effectiveness
  • Encourages 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 attention
  • Responds 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 customers
  • Translate customer-reported service-related problems to actionable work orders for technicians to complete
  • Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system
  • Communicate estimated completion time, regular updates, and follow through on each customer vehicle
  • Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly
  • Coordinate and communicate the details of every vehicle with each customer prior to delivery
  • Analyzes service lapses that impact customer experience and work with supervisor to ameliorate
  • Administer new and used vehicle warranty repairs in accordance with manufacturer warranty guidelines
  • Meet requirements of the state and federal law for automobile repair and consumer protection
  • Lead continuous improvement activities as needed
  • Read and comprehend instructions and follow established procedures. Assist in the development of standardized work
  • Communicate best practices, problem resolution and performance data to Supervisor and boundary partners as needed
  • Maintain a high-quality relationship with all departments within the organization
  • Support and participate in initial Launch activities for setting up SC locations and model change activities
  • May perform other duties as assigned
Desired Qualifications
  • Experience in training, process standardization, continuous improvement, and managing escalations is a plus

10,001+ employees

Electric vehicles manufacturer
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.
  • 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 Core Values
  • A diverse workforce
  • Embracing active allyship
  • Purpose-driven partnerships
  • Supporting our team