Experience Concierge: Product Guide III

Rivian Automotive; Northbrook (IL); Hybrid; USD 30,000 - 36,000; Full time

Job summary

Rivian is seeking a Product Guide III in Northbrook, IL to serve as the face of the brand, delivering engaging experiences from initial contact to vehicle delivery and beyond. You will build strong customer connections, educate visitors, and help drive loyalty through memorable interactions and brand-aligned service.

The role emphasizes brand expertise, proactive customer care, and meeting KPIs such as lead generation and customer satisfaction while supporting events, space upkeep, and premium

Qualifications

• 2+ years’ experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
• Must be 21+ years of age to operate Rivian vehicles.
• High School Diploma or GED required.

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 and CRM 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

Sales

Hospitality

Education

Automotive

Field marketing

Education

High School Diploma or GED

Tools

POS

CRM

Job description

Rivian is seeking a Product Guide III in Northbrook, IL to serve as the face of the brand, delivering engaging experiences from initial contact to vehicle delivery and beyond. You will build strong customer connections, educate visitors, and help drive loyalty through memorable interactions and brand-aligned service.

The role emphasizes brand expertise, proactive customer care, and meeting KPIs such as lead generation and customer satisfaction while supporting events, space upkeep, and premium