Sr. Service Advisor - Richmond, VA

Leading the Future in Luxury Electric and MobilityAt Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.As a Service Advisor at Lucid, you will be responsible for providing excellent customer service to our clients and ensuring an exceptional customer experience at all steps of the service process. You will greet clients promptly, consult with technicians, accurately document client concerns for diagnosis and repair, and explain all service options to clients, including time and cost estimates. You will also track all client vehicles through the maintenance and repair process, ensuring that work done meets Lucid's quality standards before vehicles are returned to clients.ResponsibilitiesEnsure clients are informed throughout the service experience from initial contact to vehicle handoverConduct comprehensive inspections and thorough check‑in processes for customer vehicles, identifying and reporting any damage or visible wearCheck in new vehicles and document transport damage on PDI vehicles, ensuring accurate notation on the Bill of Lading (BOL) and processing through internal channels for proper documentationManage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenienceUphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service providedReview and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operationsPromptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfactionResponsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairsExplain invoice to customers of repairs performed to ensure correct understanding of completed work and that all concerns have been addressed to customer satisfactionGreets incoming service clients, answer and direct phone calls, answer client questions, and take messages as neededEnsure that work done meets Lucid's exacting standards before vehicles are returned to clients – act as the last QC stepOther duties as assignedQualifications2‑5 years previous automotive experience and training in a Service Advisor or Front of House customer‑facing roleExcellent interpersonal skills with a compassionate and patient demeanorProblem‑solving and creative thinking skillsAbility to articulate and document details to ensure smooth workflowAbility to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledgeProficiency in computer applications such as Microsoft Office as well as learning proprietary DMS softwareFull‑time, including weekends or extended hours during busy periodsWillingness to complete Lucid provided CPR training post‑hireValid driver's license with no suspensions within the past year. Drivers under 21 must have maintained a driver's license for a minimum of 3 years and successfully complete Lucid training upon hirePreferred QualificationsAA/BS in either Automotive Technology or Business Management, or equivalent work experienceKnowledge of HV systems, LV systems, and EV powertrainsStart‑up experience and related fast‑paced environmentsAt Lucid, we don't just welcome diversity – we celebrate it! Lucid Motors is proud to be an equal‑opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.Additional Compensation and BenefitsLucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401(k). The successful candidate may also be eligible to participate in Lucid's equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)By submitting your application, you understand and agree that your personal data will be processed in accordance with our Candidate Privacy Notice.To All Recruitment AgenciesLucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.#J-18808-Ljbffr