EV Experience Guide III — Customer Excellence Lead

Rivian; Oak Brook (IL); On-site; USD 30,307 - 33,062; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee stock purchase program

Paid time off

Job summary

Rivian is seeking a Product Guide III in Oak Brook, IL to be the face of the brand, delivering memorable customer experiences from initial engagement to vehicle delivery. You will drive leads and sales orders while maintaining premium store presentation and executing events.

The role requires a strong customer-service background, flexibility to work weekends, and the ability to operate POS/CRM tools with a deep knowledge of Rivian products. Competitive benefits are offered.

Qualifications

• 2+ years’ experience in customer service, automotive, field marketing, sales, education, or hospitality preferred.
• Must be 21+ years old to operate Rivian vehicles.
• High School Diploma or equivalent required.
• Flexible schedule including nights, weekends, and holidays; travel may be required for market launches.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace; ability to learn new tools quickly.
• Valid driver’s license in residence state; clean driving record.
• May require sales/notary license or food handling certification within 90 days if applicable.

Responsibilities

• Welcome and educate customers, ensuring a positive experience and meeting their needs.
• Achieve KPIs: leads captured, lead capture rate, lead-to-drive rate, and sales orders influenced.
• Engage with customers to tailor experiences, including demonstrations and deliveries.
• Support brand initiatives: demand generation, product deep-dives, gear demos, and community events.
• Maintain brand and product knowledge; stay up to date with training and courses.
• Operate POS and CRM systems to generate leads and enhance customer experience.
• Handle day-to-day store duties: event support, space upkeep, and display maintenance.

Skills

Customer service

Communication

English fluency

Weekend availability

Education

High School Diploma

Tools

POS system

CRM software

Google Workspace

Job description

Rivian is seeking a Product Guide III in Oak Brook, IL to be the face of the brand, delivering memorable customer experiences from initial engagement to vehicle delivery. You will drive leads and sales orders while maintaining premium store presentation and executing events.

The role requires a strong customer-service background, flexibility to work weekends, and the ability to operate POS/CRM tools with a deep knowledge of Rivian products. Competitive benefits are offered.