Senior Product Guide — Customer Experience Lead

Rivian; Alpharetta (GA); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

Health insurance

401(k) Plan

Employee Stock Purchase Program

Paid vacation & sick leave

Dental & vision insurance

Job summary

Rivian is seeking a Product Guide III in Alpharetta to be the face of the brand, delivering engaging experiences from initial contact through vehicle delivery. You will educate customers, drive lead generation, and support brand initiatives while maintaining premium retail standards.

The role requires a strong customer-service background, flexibility to work evenings/weekends, and familiarity with POS/CRM systems. Training and certifications may be required within 90 days where applicable.

Qualifications

• 2+ years’ experience in customer service, automotive, field marketing, sales, education, or hospitality environment preferred.
• At least 18 years of age.
• 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.
• Experience using POS and CRM software preferred.
• Working knowledge of Google Workspace with the ability to learn new tools quickly.
• Must have or be eligible to obtain a sales license, notary license, and/or food handling certification within 90 days if applicable.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met and expectations are exceeded.
• Achieve 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 unique needs to create an individualized experience including demonstration drives and customer deliveries.
• Support brand initiatives including demand generation, lead generation, product deep-dives, gear demos, and community events.
• Maintain knowledge of tools, including POS and CRM, and leverage these platforms to generate leads and enhance customer experience.
• Perform day-to-day operational duties, including event production and support, space upkeep, and visual displays.

Skills

Customer service

POS

CRM

Google Workspace

Education

High School Diploma

Tools

POS

CRM

Job description

Rivian is seeking a Product Guide III in Alpharetta to be the face of the brand, delivering engaging experiences from initial contact through vehicle delivery. You will educate customers, drive lead generation, and support brand initiatives while maintaining premium retail standards.

The role requires a strong customer-service background, flexibility to work evenings/weekends, and familiarity with POS/CRM systems. Training and certifications may be required within 90 days where applicable.