Brand Experience Guide III

Rivian Automotive; Glendale (CA); On-site; USD 32,000 - 36,000; Full time

Job summary

Rivian Automotive in Glendale, CA is seeking a Product Guide III to represent the Rivian brand in our community. In this customer-focused role you will guide experiences from initial engagement to vehicle delivery, delivering intuitive interactions and building loyalty.

You will work 3-4 days per week, 8-hour shifts, with weekend availability, using POS and CRM tools, and collaborating with events and product demonstrations to meet sales and customer experience goals.

Qualifications

• 2+ years’ experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
• At least 18 years of age. Must be 21+ years of age to operate any Rivian vehicle.
• High School Diploma, GED, or other recognized high school equivalency credential 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 software preferred.
• Working knowledge of Google Workspace with the ability to learn new tools quickly.
• Must have a valid driver’s license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from). 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.
• Must have or be eligible to obtain a sales license, notary license, and/or food handling certification (within the first 90 days of employment) if applicable in the state/province of your assigned work location.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met, and their expectations are exceeded.
• Responsible for achieving key performance indicators such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results).
• Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.
• Demonstrate a commitment to achieving commercial business objectives and supporting brand initiatives, including demand generation, lead generation, product deep-dives, gear demos, trip planning, food and beverage offerings, and community events.
• Possess a high level of brand and product expertise, staying up to date on all required training and courses.
• Maintain a strong knowledge of all tools, including POS (Point of Sale) and CRM (Customer Relationship Management) and actively leverage these platforms to generate leads and enhance customer experience.
• Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary.
• Relentlessly uphold retail, hospitality, and vehicle presentation standards, ensuring our locations always look and feel premium.
• Take on additional projects, duties and assignments as required and/or by request from leadership.

Skills

Customer service

Automotive experience

Hospitality mindset

Education

High School Diploma

Tools

POS

CRM

Google Workspace

Job description

Rivian Automotive in Glendale, CA is seeking a Product Guide III to represent the Rivian brand in our community. In this customer-focused role you will guide experiences from initial engagement to vehicle delivery, delivering intuitive interactions and building loyalty.

You will work 3-4 days per week, 8-hour shifts, with weekend availability, using POS and CRM tools, and collaborating with events and product demonstrations to meet sales and customer experience goals.