Service Advisor - Knightdale, NC

About Rivian

Rivian 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.

This position is for a Service Advisor, the central point of contact and trusted guide for our owners throughout their service experience. This role requires a deeply empathetic, organized, and brand-focused individual who thrives on creating positive interactions and seamless processes. The Service Advisor is a critical liaison, translating complex vehicle needs into clear, confidence-inspiring communication for our customers, while coordinating flawlessly with the service production team.

This job description outlines the full spectrum of skills required, and candidates will be assessed against this spectrum to determine the appropriate level for their expertise, from entry-level to senior advisor.

• Serve as the primary point of contact for owners, managing the service experience from initial appointment scheduling to vehicle handover.
• Listen actively to understand owner concerns, accurately document them in the repair order, and set clear expectations for the visit.
• Translate technical information from technicians into simple, understandable language for owners.
• Proactively communicate updates on vehicle status, managing timelines and ensuring a transparent process.
• Coordinate with the Parts and Production teams to ensure all aspects of the service visit are aligned.
• Prepare and explain estimates and invoices with clarity and accuracy.
• Ensure every owner leaves feeling cared for, confident in the work performed, and more connected to the Rivian brand.
• Manage internal systems to maintain impeccable records of all customer communications and repairs, ensuring all performance metrics are met or exceeded.
• Uphold Rivian's standards for hospitality, presentation, and process in every interaction.
• Act as the on-site liaison between Rivian's centralized Service Support Operations Center and local Service Center operations.
• Support the launch and setup of new Service Center locations, training initiatives, and process improvements.
• Assist in warranty repairs and ensure compliance with state and federal automotive repair laws.
• Manage relationships with third-party vendors, documenting work orders and coordinating with production team to ensure seamless after-hours service completion.
• This role may require regular interaction with customers and their families, 3rd party affiliates, and suppliers within Rivian facilities, on mobile service routes, or at community outreach events.

• High School Diploma or GED is preferred
• Must be at least 21 years old.
• Must possess a valid driver's license and maintain a clean driving record.
• Must be available for a 40-hour work week, which may include weekends, holidays, and varied shifts based on business needs.
• Proficient with laptops, computers, and modern software suites (Windows, Google Workspace, Mac, CRM systems, etc.).
• Exceptional organizational skills, a meticulous attention to detail, and a passion for creating order.
• Outstanding written and verbal communication skills in English.
• Ability to perform physical tasks such as lifting up to 50 lbs., sitting, standing, walking, and frequent use of hands for grasping tools and data entry.
• Physical exertion may be required to perform occupational tasks (sitting, standing, walking, bending, kneeling, carrying, reaching, pushing, pulling, and lifting up to 50 lbs.).
• 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.

• Experience in a customer-facing role is required. Backgrounds in hospitality, retail, or fast-paced, system-driven restaurants are highly valued.
• Automotive service experience is a plus but not a prerequisite for entry-level roles.
• Proven ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism.
• Experience managing complex scheduling, billing, and work order systems is a plus.

• Customer Engagement & Hospitality:
  An advisor must be the face of Rivian service. Foundational skills include a warm, professional demeanor and the ability to follow established communication guidelines. An advanced advisor moves beyond guidelines to provide anticipatory service, remembering owner preferences, proactively addressing unstated needs, and building genuine, long-term relationships that foster trust and brand loyalty.
• Technical Acumen & Translation: A core competency is the ability to bridge the…