Ownership Loyalty Advisor IV - Irvine

Rivian; Irvine (CA); Presencial; USD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Rivian is actively seeking an Ownership Loyalty Advisor IV in Irvine to manage a portfolio of 150+ lease-maturity customers. You will educate owners on end-of-lease options, incentives, and product opportunities while driving loyalty and repurchase potential.

You’ll collaborate with Inside Sales and Delivery teams to ensure a best-in-class experience, maintain strong relationships, and meet monthly retention targets in a fast-paced, startup-like environment.

Formación

• 4+ years of sales, retail, customer service or hospitality experience at a premium brand.
• Call center experience preferred but not required.
• High School Diploma required.
• Proven track record in a high-velocity sales cycle with commission.
• Experience in a startup environment with rapid iteration and changes.
• Experience using CRM systems, Salesforce preferred.
• Strong written and verbal communication and collaboration skills.
• Flexible schedule to support nights, weekends and holidays.
• Proficiency with Microsoft Word, Excel, PowerPoint, Teams or similar.

Responsabilidades

• Manage a portfolio of 150+ lease maturity customers to drive loyalty.
• Reach out at milestones to educate on lease-end, product offerings and incentives.
• Meet monthly and quarterly targets for renewals and retention.
• Document engagements and insights using CRM tools.
• Ensure best-in-class customer experience aligned with Rivian values.
• Qualify customers and tailor experiences to boost conversions.
• Build a healthy sales pipeline with high-touch, responsive service.
• Collect customer feedback to improve processes and experiences.
• Stay informed on auto/EV trends to address objections and add value.
• Share best practices with teammates to foster learning and wins.

Conocimientos

Sales experience

CRM experience

Communication

Flexible schedule

Call center experience

Educación

High School Diploma

Herramientas

Salesforce

Descripción del empleo

About Us

Rivianis 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 that 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: 4

Address:40 Parker, Irvine, CA 92618

Hours:10:00 AM - 6:30 PM Pacific Time Zone

Schedule: Full time position, 40 hours over 7 day week, 8 hours per shift. 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 Ownership Loyalty Advisor IV, you are an integral member of our Inside Sales and Delivery organization, building relationships with our current owners and growing the Rivian community and brand. You are focused exclusively on our current owners in a Rivian lease - managing a portfolio of 150+ customers whose leases are maturing over the next six months. Your goal is to help them understand their lease turn-in options and making it easier than ever to get into their next Rivian. You are a brand advocate and a trusted guide. You're obsessed with providing a best-in-class customer experience, educating owners on new Rivian products, incentives, programs, and ultimately driving lease retention, repeat purchases, and referrals.

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

Qualifications

• 4+ years of sales, retail, customer service or hospitality experience at a top tier, premium brand (direct to consumer, auto and or EV a plus)
• 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 face-paced, dynamic start up 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