Service Advisor Night Shift Malvern, PA

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 whats 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. Role Summary 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. This is a level-agnostic posting designed to recruit Service Advisor candidates across various seniority levels in the organization; specific level availability fluctuates and is determined by current business needs. The shift for this position is Monday through Friday (with rotational Saturdays) The Shift will be either 11AM-8PM OR 5PM-2AM This position comes with a 15% pay differential that occurs between 6pm - 6am Responsibilities 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 Rivians standards for hospitality presentation and process in every interaction. Act as the on-site liaison between Rivians 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. Qualifications General Requirements: High School Diploma or GED is preferred Must be at least 21 years old. Must possess a valid drivers 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: 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. Spectrum of Advisor Skills 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 communication gap between the technician and the owner. A developing advisor can accurately transcribe customer concerns and look up vehicle information. A highly skilled advisor comprehends complex diagnostic concepts asks clarifying questions of technicians and can then translate that information into simple clear and confident explanations for the owner ensuring they feel informed and empowered never confused or intimidated. Process & Systems Management: The service experience relies on operational precision. An entry-level advisor manages the entire service workflow from booking appointments to closing out work orders. An expert advisor masters this workflow handling a high volume of complex work orders simultaneously coordinating seamlessly with parts and production and identifying process inefficiencies to ensure the entire front-of-house operation runs with impeccable rhythm and consistency. Problem Resolution & De-escalation: Service can be stressful for owners and advisors must be a calming confident presence. A junior advisor can identify an escalating situation and hand it off according to procedure. A senior advisor possesses the emotional intelligence and authority to autonomously de-escalate complex and sensitive customer issues with grace turning a potentially negative experience into a moment that strengthens the owners trust in Rivian. Brand Ambassadorship: Every advisor is a steward of the Rivian brand. A foundational understanding includes knowledge of our products and a commitment to our values. A top-tier advisor deeply embodies the brand living our values of adventure curiosity and community in every interaction. They dont just provide a service; they deliver an experience that consistently reinforces why owners chose to be a part of the Rivian journey. Pay Disclosure The hourly range for this role is $ 24.44 - $28.08 for Pennsylviana 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 employees 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. 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 Rivians 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 . You can apply for this role through (or through 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. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal state and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race color religion national origin ancestry sex sexual orientation gender gender expression gender identity genetic information or characteristics physical or mental disability marital/domestic partner status age military/veteran status medical condition or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation such as those covered by the Americans with Disabilities Act that requires accommodations to assist you in the search and application process please email us at Candidate Data Privacy and Technology Rivian may collect use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (Candidate Personal Data). This data includes contact demographic communications educational professional employment social media/website network/device recruiting system usage/interaction security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out analyzing and improving our application and recruitment process including assessing you and your application and conducting employment background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties including individuals on our People Team Finance Legal and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivians service providers including providers of background checks staffing services and cloud services. Rivian may transfer or store internationally your Candidate Personal Data including to or in the United States Canada the United Kingdom and the European Union and in the cloud and this data may be subject to the laws and accessible to the courts law enforcement and national security authorities of such jurisdictions. How We Use AI in Our Hiring Process: To ensure transparency we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening reviewing organizing and highlighting profiles and applications that match the key requirements for each role. AI does not make hiring decisions: Qualified candidate applications are reviewed by a member of our team and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency not to replace human judgment. We are committed to a fair thoughtful and equitable experience for every candidate. Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way. Interview Integrity & AI Policy Our interview process is designed to evaluate your personal technical foundation real-time problem-solving logic and structured capabilities. Therefore the use of assistive generative AI tools to formulate or deliver your solutions during live interview sessions is not permitted. We care most about how you think how you make sense of unclear requirements weigh trade-offs and explain why you chose one approach over another. We value your unique human perspective your authenticity and the journey it takes to reach a solution. Please note that we are currently not accepting applications from third party application services.
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 Rivians standards for hospitality presentation and process in every interaction. Act as the on-site liaison between Rivians 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.
General Requirements: High School Diploma or GED is preferred Must be at least 21 years old. Must possess a valid drivers 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: 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. Spectrum of Advisor Skills 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 communication gap between the technician and the owner. A developing advisor can accurately transcribe customer concerns and look up vehicle information. A highly skilled advisor comprehends complex diagnostic concepts asks clarifying questions of technicians and can then translate that information into simple clear and confident explanations for the owner ensuring they feel informed and empowered never confused or intimidated. Process & Systems Management: The service experience relies on operational precision. An entry-level advisor manages the entire service workflow from booking appointments to closing out work orders. An expert advisor masters this workflow handling a high volume of complex work orders simultaneously coordinating seamlessly with parts and production and identifying process inefficiencies to ensure the entire front-of-house operation runs with impeccable rhythm and consistency. Problem Resolution & De-escalation: Service can be stressful for owners and advisors must be a calming confident presence. A junior advisor can identify an escalating situation and hand it off according to procedure. A senior advisor possesses the emotional intelligence and authority to autonomously de-escalate complex and sensitive customer issues with grace turning a potentially negative experience into a moment that strengthens the owners trust in Rivian. Brand Ambassadorship: Every advisor is a steward of the Rivian brand. A foundational understanding includes knowledge of our products and a commitment to our values. A top-tier advisor deeply embodies the brand living our values of adventure curiosity and community in every interaction. They dont just provide a service; they deliver an experience that consistently reinforces why owners chose to be a part of the Rivian journey.