Customer Experience Lead — Product & Demos

Rivian; Council Bluffs (IA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Insurance benefits

401(k) Plan

Employee stock purchase program

Job summary

Rivian seeks a Product Guide III in Council Bluffs to welcome customers, educate on our electric vehicles, and deliver memorable brand experiences. You will lead interactions from initial engagement through vehicle delivery with a strong emphasis on customer satisfaction.

The role requires 2+ years in customer service or related fields, flexibility to work varied hours, and familiarity with POS/CRM tools. Training ensures product expertise and premium service standards are upheld.

Qualifications

• 2+ years of experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality preferred.
• Must be at least 18; 21+ to operate Rivian vehicles.
• High School Diploma or GED required.
• Flexible schedule including nights, weekends or holidays; ability to travel for market launches.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace and ability to learn new tools quickly.

Responsibilities

• Welcome, engage, and educate customers with a positive, inclusive experience.
• Achieve KPIs: leads captured, lead capture rate, lead-to-drive rate, sales orders, and customer experience (NPS).
• Engage with customers to tailor experiences including demonstrations and deliveries.
• Support brand initiatives: demand and lead generation, product deep-dives, gear demos, trips, food/beverage offerings, and community events.
• Maintain brand and product knowledge through training, courses, and tools (POS, CRM).
• Perform day-to-day duties including event support, space upkeep, and visual displays.

Skills

Customer service

Automotive knowledge

Sales experience

Education

High School Diploma or GED

Tools

POS

CRM

Google Workspace

Job description

Rivian seeks a Product Guide III in Council Bluffs to welcome customers, educate on our electric vehicles, and deliver memorable brand experiences. You will lead interactions from initial engagement through vehicle delivery with a strong emphasis on customer satisfaction.

The role requires 2+ years in customer service or related fields, flexibility to work varied hours, and familiarity with POS/CRM tools. Training ensures product expertise and premium service standards are upheld.