Sr. Service Advisor - Tysons Galleria

About Lucid

Leading the future in luxury electric and mobility, Lucid is committed to introducing the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence.

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 the environment. When you are no longer bound by convention, you are free to define your own experience.

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. The Senior Service Advisor also plays a key role in driving department efficiency and customer retention.

• 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 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.
• Acquire customer signatures for service authorization and service invoice via Docu Sign and collect payment for customer pay repairs.
• Explain invoices to customers of repairs performed to ensure correct understanding of completed work and that all concerns have been addressed 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.

• 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 and ability to learn proprietary DMS software.
• Full‑time availability, 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.

• AA/BS in Automotive Technology or Business Management, or…