Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. TheService Advisorwill be responsible for overdelivering on the customer experience at our service locations. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. 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. This role will require a dynamic and resourceful leader with excellent communications skills, who will foster cross functional interaction and champion a culture of continuous improvement to support Service teams and customers within a Service center. Experience in training, process standardization, continuous improvement, and managing escalations is a plus. Actively supports management in the planning and execution of the launch of Service centers by advising on best practices, providing subject matter expertise Supports planning, control, training, coordination, and technical support within assigned team in a role specific administrative function Assist in generating training tools and SOPs for new team members Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness Support a robust customer-centric team of Mobile/Service Technicians, Parts Advisors, and Service Manager Maintain a high-quality relationship with all departments within the organization. Collaborate and maintain high-quality relationships with Service Operations, Sales, Retail, and Delivery & Field Operations teams; Works every day to deliver an exceptional customer experience.



Encourages team members to deliver an exceptional customer experience Communicate estimated completion time, regular updates, and follow through on each customer vehicle Translate customer-reported service-related problems to actionable work orders for technicians to complete Determine if a technical solution can be resolved over the phone; walk our customers through a summary of all transactions. Responds thoughtfully to customer inquiries and escalated operational failures in a timely fashion. Apply sound problem-solving skills in order to maintain a high standard of quality to our customers Inspect vehicles before each customer delivery to ensure vehicles services and/or repairs are performed correctly Lead continuous improvement activities as needed Analyzes service lapses that impact customer experience and work with supervisor to ameliorate Meet requirements of the state and federal law for automobile repair and consumer protection Assist in the development of standardized work 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, GED, or other recognized high school equivalency credential preferred ~3
- 4 years’ experience in a customer facing role ~ Degree or training in team leading/management is a plus ~ Very strong written and verbal communication skills,



with an ability to translate customer needs ~ Remains flexible and responsive to changing conditions. Great attitude with a high-energy personality, excellent customer service skills, and able to multi-task and thrive in a fast-paced environment ~ Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners ~ Ability to read and speak fluent English ~ Must be available for a regular schedule of 40 hours a week, including weekends and holidays, according to business need. Shifts may include evening, overnight, or early morning hours ~ The hourly range for this role is CAD 25.96
- CAD 35.67 for Laval 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 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 annual performance bonus.

We offer
a comprehensive package of perks 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. Il s'agit du salaire minimum et maximum que nous estimons, en toute bonne foi, être prêts à offrir pour ce poste au moment de la publication de cette offre. Le niveau de rémunération d'un employé dans cette fourchette dépendra de plusieurs facteurs, notamment les compétences spé

📌 Field Service Quality Advisor (Laval)
🏢 Rivian
📍 Laval