Owner Loyalty Advisor IV: Lease Retention Specialist

Rivian Automotive; Normal (IL); On-site; USD 25,000 - 32,000; Full time

Job summary

Rivian is seeking an Ownership Loyalty Advisor IV in Normal, IL, to manage a portfolio of over 150 lease-maturity customers, guiding them through end-of-lease options and facilitating their next Rivian purchase. You will engage owners with a best-in-class experience and promote Rivian products and incentives.

This full-time role in a busy inside sales and delivery team requires strong communication, CRM proficiency, and the ability to work weekends/holidays.

Qualifications

• 4+ years of sales, retail, customer service or hospitality experience at a premium brand.
• Experience in a call center environment preferred but not required.
• High School Diploma required.
• Proven track record in a high-velocity sales cycle, from prospecting to closing, in a commission-based environment.
• Experience succeeding in a fast-paced, dynamic startup environment with continuous iteration and changes.
• Experience using CRM systems (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.
• Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) with the ability to learn new tools quickly.
• Comfortable operating large, high performance vehicles and conducting demo drives with customers.
• Ability to work effectively both in a team and independently.
• Maintain a positive, upbeat and can-do attitude at all time.
• Ability to obtain and maintain local sales licenses if applicable in your state/province.

Responsibilities

• Manage and nurture a portfolio of over +150 lease maturity customers, enhancing their ownership experience and driving brand loyalty.
• Proactively reach out at key milestones to educate customers around our lease-end process, Rivian product offerings, and current incentives.
• Achieve or exceed monthly and quarterly targets for lease renewals and brand retention.
• Clearly document customer engagements, consumer insights, and outcomes using CRM tools.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• Qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction
• Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service
• Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement
• Stay up to date on auto and EV competitive landscape and trends to keep a close pulse on what customers are considering and effectively build value in our products and overcome objections to repurchasing.
• Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust
• Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams while ensuring customer satisfaction.
• Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity
• Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
• Take on additional projects, duties and assignments as required and/or by request from sales leadership

Skills

Sales experience

Customer service

Communication

Team collaboration

Flexible schedule

CRM usage

High energy

Education

High School Diploma

Tools

Salesforce

MS Office (Word/Excel/PowerPoint/Teams)

Job description

Rivian is seeking an Ownership Loyalty Advisor IV in Normal, IL, to manage a portfolio of over 150 lease-maturity customers, guiding them through end-of-lease options and facilitating their next Rivian purchase. You will engage owners with a best-in-class experience and promote Rivian products and incentives.

This full-time role in a busy inside sales and delivery team requires strong communication, CRM proficiency, and the ability to work weekends/holidays.