Service Advisor - Pompano Beach, FL
$51,022–$63,939 year
On-sitePompano Beach, Florida, United States
Job Summary
Manage the service experience from initial appointment scheduling to vehicle handover by listening to owner concerns, documenting them in repair orders, and translating technical information into clear language. Proactively communicate updates on vehicle status and coordinate with Parts and Production teams to ensure seamless alignment. Prepare and explain estimates and invoices with accuracy while acting as the on-site liaison between Service Support Operations and local center operations. Uphold Rivian's hospitality standards and assist in warranty repairs and new location launches. This role requires a 40-hour work week including weekends and holidays, with a salary range of $24.53 to $30.74 per hour for Florida applicants.
Required Qualifications
- High School Diploma or GED
- 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
- Proven ability to de-escalate sensitive situations and resolve customer concerns with empathy and professionalism
Desired Qualifications
- High School Diploma or GED is preferred
- 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
- A warm, professional demeanor
- The ability to follow established communication guidelines
- Anticipatory service
- Remembering owner preferences
- Proactively addressing unstated needs
- Building genuine, long-term relationships that foster trust and brand loyalty
- The ability to bridge the communication gap between the technician and the owner
- Accurately transcribe customer concerns
- Look up vehicle information
- Comprehends complex diagnostic concepts
- Asks clarifying questions of technicians
- Translate that information into simple, clear, and confident explanations for the owner
- Identify an escalating situation and hand it off according to procedure
- 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 owner's trust in Rivian
- Foundational understanding includes knowledge of our products
- A commitment to our values
- Living our values of adventure, curiosity, and community in every interaction
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