Service Support Advisor III

Rivian is on a mission to keep the world adventuroous 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.

About the role

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 based in our Plymouth, Michigan office.

Responsibilities

• Serve as 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.
• Interact with customers through an omni-channel solution (phone calls, emails, chat, SMS/text).
• Utilize strong listening and comprehension skills to triage situations, document vehicle concerns/symptoms, and determine the best servicing solution with a customer-first focus.
• Document customer concerns, determine if a quick technical solution is available, execute the solution, and document the resolution.
• Create repair plans, order parts, schedule service appointments, and arrange alternative transportation needs.
• Communicate next steps back to the customer for agreement and work authorization.
• Convey confidence to the customer as their guide along the path to vehicle service.

Requirements

• 1-3 years of experience providing outstanding customer service in automotive or a related field, explaining/educating on advanced technology, documenting customer concerns, and resolution.
• Enthusiasm and passion for Rivian and electric vehicles.
• Strong empathy, sincerity, patience, and communication skills.
• Excellent follow-up and probing skills.
• Strong problem-solving capabilities.
• Ability to maintain composure under pressure and deal with ambiguity.
• Ability to multi-task while providing exceptional quality work and navigating multiple work streams and tools.
• Willingness to learn new and innovative automotive technologies.
• Ability to work in a team-based environment to achieve common goals.
• Willingness and ability to work 1st, 2nd, or 3rd shift including weekends and holidays in a 24/7-hour call center environment, with additional flexibility during busier times of the year or when necessitated by business/weather conditions.

Pay

The salary range for this role is USD 24.53 - 27.26 for Michigan-based applicants. 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 an annual performance bonus.

Benefits

• Comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including paid vacation and paid sick leave.
• Competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability, and long-term disability insurance to eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if eligibility requirements are met.
• 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.