Service Advisor - Service Center Viejo, CA

Position: Service Advisor - New Service Center Opening Viejo, CA)
Location
28471 Marguerite Pkwy, Mission Viejo, CA 92692

All employees will be trained at and report to our Costa Mesa Service center until the new site opens in Mission Viejo.

Service Advisor
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.

Responsibilities

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

Acquire customers’ 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, answers and directs phone calls, answers client questions, and takes 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

2–5 years previous automotive experience and training in a Service Advisor or Front of House customer facing role

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 willingness 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

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

Compensation Range
Base Pay Range (hourly)

$28—$38 USD

Compensation & Benefits
Lucid offers a comprehensive and competitive benefits package including medical, dental, and vision insurance; life and disability coverage; paid time off; paid holidays; and a 401(k) retirement plan. Eligible employees may also participate in Lucid’s equity program and/or a discretionary annual cash incentive program. Incentive and equity awards, if applicable, are determined based on individual performance, role scope, market considerations, and overall company results, in accordance with the terms of the applicable…