Product Guide III: Customer Experience Advocate

Rivian; Northbrook (IL); On-site; USD 30,000 - 36,000; Full time

Job summary

Rivian Northbrook is seeking a Product Guide III to welcome customers, deliver engaging experiences, and drive vehicle deliveries. You will build loyalty through demonstrations, events, and a strong product knowledge base while guiding guests from initial contact to vehicle handoff.

Ideal candidates will have 2+ years in customer-facing roles, a valid driver’s license, and flexibility to work nights, weekends, or holidays.

Qualifications

• 2+ years in customer service, automotive, field marketing, sales or hospitality environment preferred.
• At least 18 years of age. Must be 21+ to operate Rivian vehicles.
• High School Diploma or GED required.
• Ability to work a flexible schedule to support nights, weekends and/or holidays; travel may be required.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace; quick learner.
• Must have a valid driver’s license with clean MVR; some licenses may be required in state of work.

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.
• Achieve KPIs such as leads, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results).
• Engage with Rivian customers and identify unique needs to create an individualized experience including demonstration drives and customer deliveries.
• Support brand initiatives, including demand/lead generation, product demos, trip planning, food and beverage offerings, and community events.
• Maintain a high level of brand and product expertise and complete required training.
• Maintain knowledge of tools including POS and CRM and leverage these platforms to generate leads and enhance customer experience.
• Perform day-to-day operations, including event production, BOH upkeep, food & beverage support, and visual displays.
• Uphold premium retail and vehicle presentation standards; take on additional projects as requested.

Skills

Customer service

Sales experience

CRM software

POS systems

Google Workspace

Education

High School Diploma or GED

Tools

POS systems

CRM software

Job description

Rivian Northbrook is seeking a Product Guide III to welcome customers, deliver engaging experiences, and drive vehicle deliveries. You will build loyalty through demonstrations, events, and a strong product knowledge base while guiding guests from initial contact to vehicle handoff.

Ideal candidates will have 2+ years in customer-facing roles, a valid driver’s license, and flexibility to work nights, weekends, or holidays.