Sr. Service Advisor, Roswell

Leading the future in luxury electric and mobility At 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.

The Senior Service Advisor acts as a leader in the service department, providing expert customer service and mentoring Service Advisors. They handle more complicated service requests, resolve escalated issues, and ensure that the service team consistently delivers exceptional customer experiences. Additionally, the Senior Service Advisor plays a key role in driving department efficiency and customer retention.

The Role:

• Mentor and guide new hire Service Advisors, equipping them with the knowledge and skills necessary to navigate internal processes effectively and excel in their roles

• Conduct daily tracking on the Service Operations Dashboard to ensure the Service Center adheres to work order management standards and maintains high-quality customer communications
• Work closely with the Shop Foreman to ensure technicians receive all necessary documentation from customers, facilitating accurate diagnosis of customer concerns and improving service efficiency
• Ensure clients are informed throughout the service experience from initial contact to vehicle handover
• Conduct comprehensive inspections and thorough check-in processes for customer vehicles, identifying and reporting any damage or visible wear
• Check 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 documentation
• Manage and facilitate loaner agreements, coordinating rental vehicle requests for customers as needed, including arranging Lyft rides for convenience
• Uphold the Customer Satisfaction Index (CSI) KPI as a fundamental aspect of our operations, actively ensuring that customers are delighted with the quality of service provided
• Review and revise work orders after technicians and detailers complete their tasks, guaranteeing accurate documentation and precise time punches in alignment with corresponding labor operations
• Promptly address and correct any warranty claim rejections within the established timeframe to maintain operational efficiency and customer satisfaction
• Responsible for acquiring customers signatures for service authorization and service invoice via DocuSign and collecting payment for customer pay repairs
• Explanation of invoice to customers of repairs preformed to ensure correct understanding of completed work and that all concerns have been address to customer satisfaction
• Greets incoming service clients, answer and direct phone calls, answer client questions, and take messages as needed
• Ensure that work done meets Lucid's exacting standards before vehicles are returned to clients – act as the last QC step
• Other duties as assigned

Qualifications:

• Minimum 5+ years of experience in a Service Advisor role
• Previous experience mentoring Advisors or front of house functions
• Excellent interpersonal skills with a compassionate and patient demeanor
• Problem-solving and creative thinking skills
• Ability to articulate and document details to ensure smooth workflow
• Ability to tailor and explain automotive terminology and concepts to customers across varying levels of automotive knowledge
• Proficiency in computer applications such as Microsoft Office as well as learn proprietary DMS software
• Full-time, including weekends or extended hours during busy periods
• Willingness to complete Lucid provided CPR training post hire
• Valid 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 hire

Preferred Qualifications:

• AA/BS in either Automotive Technology or Business Management, or equivalent work experience
• Knowledge of HV systems, LV systems, and EV powertrains
• Start-up experience and related fast-paced environments

                  At 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 Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. 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. If you are a California resident, please refer to our California Candidate Privacy Notice.

To all recruitment agencies: Lucid 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.