Inside Product Guide - Normal

Rivian; Normal (IL); On-site; USD 28,929 - 31,684; Full time

Benefits offered by this job

Paid vacation

Paid sick leave

Insurance benefits

401(k) Plan

Employee stock purchase

Job summary

Rivian is seeking an Inside Sales Guide in Normal, IL to join the Inside Sales team. You will be on the frontline providing Tier 1 sales support to Rivian's inbound channels, qualify leads, guide customers through the purchase process, and route complex cases to Tier 2 teams.

The role emphasizes delivering a world-class Rivian sales experience and strong brand loyalty. This full-time position requires a flexible schedule including weekends and some holidays, with a focus on delivering memorable

Qualifications

• 4 years' experience providing outstanding customer service or sales support; Experience in a call center environment preferred but not required
• High School Diploma required
• Fluent in written and spoken English (Spanish and French is a plus)
• Experience using CRM (SalesForce preferred)
• Strong communication and collaboration skills (written and verbal)
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
• Ability to learn quickly, work in a fast paced environment and adapt to changing timelines.
• Ability to work effectively both in a team and independently.
• Maintain a positive, upbeat and can-do attitude at all time.

Responsibilities

• Maintain a strong customer-first mindset while confidently guiding customers through the entire journey-from purchase to delivery-to ensure every customer feels supported, informed, and inspired throughout their Rivian experience.
• Manage all sales inbound through our Rivian Sales Phone, Email, and Chat communication methods.
• Qualify leads and understand what each customer's needs are.
• Provide prompt and well-rounded sales support to each customer who inbounds.
• Route leads to Sales Advisors or Purchase & Delivery partner teams for Tier 2 level support.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian's core values and culture
• Support with Demo Drive Bookings and educate customers around our growing network of Rivian Spaces within their local region.
• Maintain and share your in-depth knowledge of our products and services, features and benefits, and community stories to effectively guide customers in their decision-making process when considering Rivian.
• Maintain a best-in-class customer response time and "first time resolution" mindset.
• Provide ongoing feedback around customer questions and trends relating to our Rivian Sales and Purchase process.

Skills

Customer service

Sales support

CRM Salesforce

Written & verbal communication

Education

High school diploma

Tools

Salesforce

Job description

About Rivian

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

RIV-Level: 3

Address: 601 Kerrick Ave, Normal, IL

Hours: 10:00 AM - 6:30 PM EST

Schedule: Full time position, 40 hours a week spanning Monday through Sunday, days and times of schedule may adjust based on business needs. We're seeking individuals with availability to be scheduled on weekends and some holidays.

As an Inside Sales Guide, you are an integral member of our Inside Sales organization, building relationships with prospective customers and growing the Rivian community and brand. You will be on the frontline providing Tier 1 sales support to Rivian's sales inbound channels. You will be product and purchase process subject matter expert who's goal is to deliver a world-class introduction to the Rivian sales process. You are passionate not only for our brand and our mission but are eager to elevate the sales customer experience by delivering a best-in-class support system to our upper funnel leads. You're able to quickly access each customer's needs, qualify leads, and ensure all inbound is routed to the Tier 2 support teams as needed. You're a self-driven and results-oriented individual who is passionate about providing memorable customer experiences that drive brand loyalty, customer satisfaction, and sales conversion

Responsibilities

• Maintain a strong customer-first mindset while confidently guiding customers through the entire journey-from purchase to delivery-to ensure every customer feels supported, informed, and inspired throughout their Rivian experience.
• Manage all sales inbound through our Rivian Sales Phone, Email, and Chat communication methods.
• Qualify leads and understand what each customer's needs are.
• Provide prompt and well-rounded sales support to each customer who inbounds.
• Route leads to Sales Advisors or Purchase & Delivery partner teams for Tier 2 level support.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian's core values and culture
• Support with Demo Drive Bookings and educate customers around our growing network of Rivian Spaces within their local region.
• Maintain and share your in-depth knowledge of our products and services, features and benefits, and community stories to effectively guide customers in their decision-making process when considering Rivian.
• Maintain a best-in-class customer response time and "first time resolution" mindset.
• Provide ongoing feedback around customer questions and trends relating to our Rivian Sales and Purchase process.

Qualifications

• 4 years' experience providing outstanding customer service or sales support; Experience in a call center environment preferred but not required
• High School Diploma required
• Fluent in written and spoken English (Spanish and French is a plus)
• Experience using CRM (Ex. SalesForce preferred)
• Strong communication and collaboration skills (written and verbal)
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
• Ability to learn quickly, work in a fast paced environment and adapt to changing timelines.
• Ability to work effectively both in a team and independently.
• Maintain a positive, upbeat and can-do attitude at all time.

Pay Disclosure

The hourly range for this role is $21.39 to $23.75 for Illinois based applicants. This is the lowest to highest hourly rate we in good faith believe we would pay for this role at the time of this posting. An employee's position within the hourly range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus.

We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian's 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.

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 [e-mail].

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.