Service Advisor - Berlin (m/d/f)

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.  Rivian is looking for an experienced Service Advisor to work at one of the world's most adventurous vehicle brands. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. If you're able to think quickly on your feet, love to solve operational problems, have exceptional people skills, and have a passion for adventure, then we want you on the team. You will be front and center working with our customers every day to assist with service needs and coordinate with our Operations, Call Center, Retail, and Marketing teams.   Responsibilities   Answer phone calls, emails, and drive-in's to address any customer concern with the highest level of response and attention   Works collaboratively with Operations teams to communicate with customers and identify solutions to reduce customer impact Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion Determine if a technical solution can be resolved over the phone; perform detailed daily record keeping in the operating system  Conduct payment, invoicing, and estimate transactions within the system; walk our customers through a summary of all transactions   Translate customer-reported service-related problems to actionable work orders for technicians to complete   Communicate estimated completion time, regular updates, and follow through on each customer vehicle   Analyzes service lapses that result in customer impact and provide feedback and reporting as needed   Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly   Perform detailed daily record keeping and reporting Follow up with our customers on services provided; ensure they are satisfied with the work performed Meet requirements of the state and federal law for automobile repair and consumer protection Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager Collaborate with Service Operations, Sales, Retail, and Delivery & Field Operations teams Qualifications   Minimum of 2 - 3 years experience in an in high-end customer service environment   Experience in an automotive preferred Working knowledge and experience of automotive products, repairs, and parts   Exhibits patience, empathy, attention to detail, and a passion for problem-solving   Strong written and verbal communication skills with an ability to translate customer needs Detail-oriented with strong analytical, organizational, and interpersonal skills Strong desire to help people and willingness to learn new and innovative automotive technologies Perform detailed daily record keeping and reporting Over-deliver in a team-based environment to achieve a common goal Must possess a valid driver's license and clean driving record   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  candidateaccommodations@rivian.com . Candidate Data Privacy 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) Rivian’s 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.      Please note that we are currently not accepting applications from third party application services.