Product Guide III: Customer Experience Champion

Rivian; West Henrietta (NY); On-site; USD 34,000 - 40,000; Part time

Job summary

Rivian is seeking a Part-time Product Guide to welcome customers, educate on Rivian offerings, and deliver memorable experiences at our West Henrietta, NY location. You will drive engagement, manage demonstrations and deliveries, and support brand initiatives while maintaining premium presentation standards.

This role emphasizes the ability to work evenings, weekends, and holidays with strong customer service skills, POS/CRM familiarity, and a passion for the Rivian brand.

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; travel willingness for market launches.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace and ability to learn new tools quickly.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience for all visitors.
• Achieve KPIs such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience metrics (NPS & surveys).
• Engage with Rivian customers to identify needs and create individualized experiences including demonstrations and deliveries.
• Support brand initiatives including demand generation, lead generation, product deep-dives, gear demos, and community events.
• Maintain strong knowledge of tools including POS and CRM and leverage them to generate leads and enhance customer experience.
• Perform day-to-day operational duties: event support, BOH upkeep, food & beverage support, space upkeep, and maintaining displays.
• Uphold retail and vehicle presentation standards; ensure locations look premium.
• Take on additional projects as requested by leadership.

Skills

Customer service

Automotive knowledge

Field marketing

Sales

Hospitality

Education

High School Diploma

Tools

POS

CRM

Google Workspace

Job description

Rivian is seeking a Part-time Product Guide to welcome customers, educate on Rivian offerings, and deliver memorable experiences at our West Henrietta, NY location. You will drive engagement, manage demonstrations and deliveries, and support brand initiatives while maintaining premium presentation standards.

This role emphasizes the ability to work evenings, weekends, and holidays with strong customer service skills, POS/CRM familiarity, and a passion for the Rivian brand.