Product Experience Guide III - Elevate Customer Experience

Rivian; City of Niagara Falls (NY); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Employee stock purchase program

Paid time off

Job summary

Rivian in New York City is seeking a Product Guide III to welcome and engage customers, educate on our EVs, and deliver memorable experiences from first engagement to vehicle delivery.

You will leverage POS and CRM tools, support events, and uphold premium brand standards while achieving KPIs like lead capture, drive rate, and customer satisfaction.

This role requires a flexible schedule and 21+ to operate Rivian vehicles, with enthusiasm for delivering extraordinary experiences for our community.

Qualifications

• 2+ years' experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
• At least 18 years of age. Must be 21+ years of age to operate any Rivian vehicle.
• High School Diploma, GED, or other recognized high school equivalency credential required.
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace with the ability to learn new tools quickly.
• Must have a valid driver's license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from). No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period; Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
• Must have or be eligible to obtain a sales license, notary license, and/or food handling certification (within the first 90 days of employment) if applicable in the state/province of your assigned work location.

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.

Skills

Customer service

Sales

POS systems

CRM software

Google Workspace

Excellent communication

Multitasking

Education

High School Diploma

Tools

POS

CRM

Google Workspace

Job description

Rivian in New York City is seeking a Product Guide III to welcome and engage customers, educate on our EVs, and deliver memorable experiences from first engagement to vehicle delivery.

You will leverage POS and CRM tools, support events, and uphold premium brand standards while achieving KPIs like lead capture, drive rate, and customer satisfaction.

This role requires a flexible schedule and 21+ to operate Rivian vehicles, with enthusiasm for delivering extraordinary experiences for our community.