Conseiller(ère) au Service (Service Advisor)

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. Conseiller(ère) au Service En tant que Conseiller(ère) au Service chez Lucid, vous serez responsable d’offrir un service à la clientèle exceptionnel et de garantir une expérience hors pair à chaque étape du processus de service. Vous accueillerez les clients rapidement, collaborerez avec les techniciens, documenterez avec précision les préoccupations des clients pour le diagnostic et la réparation, et expliquerez toutes les options de service, y compris les estimations de temps et de coûts. Vous assurerez également le suivi des véhicules tout au long du processus d’entretien et de réparation, en veillant à ce que le travail respecte les normes de qualité de Lucid avant la remise des véhicules aux clients. Responsabilités : Informer les clients tout au long de leur expérience, du premier contact jusqu’à la remise du véhicule. Effectuer des inspections complètes et des processus rigoureux d’accueil des véhicules, en identifiant et signalant tout dommage ou usure visible. Accueillir les véhicules neufs et documenter les dommages de transport sur les véhicules PDI, en assurant une notation exacte sur le connaissement (Bill of Lading - BOL) et en traitant la documentation interne appropriée. Gérer et faciliter les ententes de véhicules de courtoisie, coordonner les demandes de location pour les clients au besoin, y compris l’organisation de trajets Lyft pour plus de commodité. Maintenir l’indice de satisfaction de la clientèle (CSI) comme indicateur clé, en veillant activement à ce que les clients soient ravis de la qualité du service offert. Réviser et corriger les bons de travail après l’intervention des techniciens et des préposés à la finition, en garantissant une documentation exacte et des pointages précis en lien avec les opérations de main-d’œuvre. Traiter rapidement et corriger toute réclamation de garantie refusée dans les délais établis afin de maintenir l’efficacité opérationnelle et la satisfaction des clients. Obtenir les signatures des clients pour l’autorisation des services et la facture via DocuSign, et percevoir les paiements pour les réparations à la charge du client. Expliquer la facture et les réparations effectuées afin d’assurer une compréhension claire et que toutes les préoccupations du client ont été réglées. Accueillir les clients du service, répondre et diriger les appels téléphoniques, répondre aux questions et prendre des messages au besoin. S’assurer que le travail effectué respecte les normes rigoureuses de Lucid avant la remise des véhicules – agir comme dernière étape de contrôle qualité. Effectuer toute autre tâche connexe. Qualifications : 2 à 5 ans d’expérience dans le domaine automobile et formation dans un rôle de Conseiller(ère) au Service ou en contact direct avec la clientèle. Excellentes compétences interpersonnelles avec une approche empathique et patiente. Aptitudes en résolution de problèmes et pensée créative. Capacité à articuler et documenter les détails pour assurer un flux de travail efficace. Capacité à vulgariser et expliquer la terminologie et les concepts automobiles à des clients ayant différents niveaux de connaissance. Maîtrise des applications informatiques telles que Microsoft Office et capacité à apprendre des logiciels DMS propriétaires. Poste à temps plein, incluant les fins de semaine ou des heures prolongées en période achalandée. Volonté de suivre la formation en RCR offerte par Lucid après l’embauche. Permis de conduire valide sans suspension au cours de la dernière année. Les conducteurs de moins de 21 ans doivent avoir détenu un permis depuis au moins 3 ans et réussir la formation Lucid après l’embauche. Qualifications souhaitées : Diplôme AA/BS en technologie automobile ou en gestion des affaires, ou expérience équivalente. Connaissance des systèmes HV, LV et des groupes motopropulseurs électriques. Expérience en environnement de démarrage et rythme de travail rapide. 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 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: 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 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. Compensation Range: The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors. Base Pay Range (hourly) $31—$43 CAD 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.