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
As a Sr. Inside Delivery Guide, you will be on the front lines providing support for our customers and educating the Rivian community on our continuously growing products and services. In this role, you will support a book of customers across multiple states, guiding them seamlessly through the Rivian journey and purchase process, as well as their ownership journey. You will partner with Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, and Warranty to support a successful customer delivery. Day-to-day responsibilities will include tracking and monitoring the progression of your customers through the transaction to delivery steps; utilizing phone, email, chat, and SMS as your means of communication.
Responsibilities
- Provide exceptional quality of service during every interaction with our customers while paying close attention to sentiment.
- Build rapport and learn how to support each owner, meeting them where they are in their EV ownership journey.
- Manage a book of business of 300+ customers in various stages through the transaction process.
- Track and follow up on any tasks that need to be completed on behalf of assigned customers to provide an exceptional purchase and ownership experience within SLA
- Adheres to team SLA and cross-functional SLA that impact and drive business KPIs
- Collaborate with our closest cross-functional partners; Delivery Mobile Operations, Rivian Financing, Rivian, Insurance, Title & Registration, Charging, and Service partner teams.
- Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
- Review your book of business daily to ensure customer progression across their journey is moving adequately
- Complete additional work and tasks as requested by the leadership team
Qualifications
- 4 years’ experience providing outstanding customer service.
- 3+ years’ experience in account management or dedicated customer relationship management/sales role preferred.
- Experience in a call center environment preferred but not required.
- Bachelor’s degree or equivalent time in role preferred.
- Experience using CRM (ex. Salesforce).
- Ability to multi-task while providing exceptional quality of work.
- Excellent written and verbal language skills.
- Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines.
- Ability to multi-task and navigate multiple, different work streams and tools.
- Willing and able to work within a 7-day workweek, including nights, weekends, and holidays, with additional flexibility during busier times of the year.
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.