Service Advisor, San Jose

About the role

As a Service Advisor, you will ensure a top-tier service experience for Lucid clients from their initial contact through vehicle return. You will manage the entire service process, from greeting customers and documenting their concerns to coordinating repairs and explaining service options. Your role is crucial in maintaining Lucid's high standards for quality and customer satisfaction.

Key facts

What you'll do

• Keep clients informed throughout the entire service journey, from initial contact to vehicle handover.
• Conduct thorough inspections and check-in procedures for customer vehicles, noting any damage or wear.
• Check in new vehicles, documenting transport damage on PDI vehicles and processing through internal channels.
• Manage loaner agreements and coordinate rental vehicle requests, including arranging Lyft rides for customers.
• Uphold the Customer Satisfaction Index (CSI) KPI to ensure customer delight with service quality.
• Review and revise work orders after technicians and detailers complete tasks, ensuring accurate documentation and time entries.
• Promptly address and correct any warranty claim rejections within the specified timeframe.
• Obtain customer signatures for service authorization and invoices via DocuSign, and collect payments for repairs.
• Explain invoices to customers, detailing performed repairs and ensuring all concerns are addressed.
• Greet incoming service clients, answer and direct phone calls, and respond to customer questions.
• Ensure all work meets Lucid's quality standards before vehicles are returned, acting as the final quality control step.

Requirements

• 2-5 years of prior automotive experience and training in a Service Advisor or customer-facing role.
• Excellent interpersonal skills with a patient and understanding approach.
• Strong problem-solving and creative thinking abilities.
• Capability to clearly explain automotive terms and concepts to customers with varying levels of understanding.
• Ability to articulate and document details for a smooth workflow.