Job Description

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

Role Summary

RIV Level: 3

Address: 180 El Camino Real, Palo Alto, CA 94304

As a Field Product Guide you will be at the forefront of how we create intuitive, innovative, and memorable moments that will foster a deep connection between our brand and our community. This role requires a high level of energy, initiative, and skill in moving customers through the funnel. We are seeking engaging and enthusiastic individuals who have a passion for people, education, technology, and clean energy solutions.

To be successful in this role, you must have a customer-first approach and thrive in ambiguous and unexpected environments, tackling all challenges with a flexible and solution-oriented mindset. The ideal candidate is self-motivated and results-driven, committed to creating memorable experiences that drive brand loyalty, customer satisfaction, and conversion.

Responsibilities

• Deploy Rivian's customer engagement strategy at your location(s), generating demand and connecting with the broader community.
• Act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart.
• Provide support for prospective customers, fans, friends, and Rivian owners through their respective journeys with our brand and products.
• Manage lead engagement, qualification, capture, and scoring to shepherd prospective customers through the pipeline.
• Provide general education and support surrounding vehicle configurations, Rivian Shop orders, demo drive scheduling, the customer journey, and ownership experience.
• Provide static and dynamic product demonstrations, asking open-ended questions to understand customers' needs and recommend suitable products and services.
• Maintain accurate and up-to-date customer records in the CRM system.
• Accountable to KPIs that involve number of customer contacts handled, SLA responses, lead captures, demo drives scheduled, customer satisfaction, and any other goals that ensure the collective success of Rivian.
• Perform day to day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, and building or maintaining visual displays, and events as necessary.
• Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team.
• Take on additional projects, duties and assignments as required and/or by request from the field leadership.

Qualifications

• 2+ years experience in Sales, Retail, Hospitality or similar fields highly preferred (top tier, premium brands, direct to consumer models, commission-based environments and/or automotive experience a plus).
• At least 21 years of age.
• High School Diploma or GED required.
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations.
• Experience using POS and CRM (ex. Salesforce).
• Comfortable operating large, high performance vehicles and conducting demo drives with customers.
• Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from) and possess an exceptional driving record; If driver's license isn't in the appropriate state, you must be eligible to obtain one within the first 60 days of employment.
• No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
• Ability to obtain and maintain local sales licenses if applicable in your state.

Competencies:

• Energetic, enthusiastic, and engaging customer interaction style.
• Ability to understand and articulate concepts in the technology and automotive space.
• Resilience and ability to overcome objections using active listening and critical thinking.
• Ability to multi-task while providing exceptional quality of work.
• Excellent written and verbal language skills in English, additional languages a plus.
• Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines.
• An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community.
• Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment.

Physical Requirements:

• Willingness to work in various working conditions including being in a full service retail location or service center, including working outdoors and operating vehicles in unpredictable weather conditions.
• Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
• Strong understanding of written and spoken English.
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.

Pay Disclosure

Salary Range/Hourly Rate for Bay Area Based Applicants: $24.50-$27.40 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.

Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes ("Candidate Personal Data"). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian's service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services.

Job Tags

Hourly pay, Full time, Contract work, Part time, Local area, Flexible hours, Night shift, Weekend work,

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