Job Description
About Rivian
Rivian is 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 what 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
As a Field Sales Guide, you are the embodiment of the brand for our community. You will be at the forefront of how we create intuitive, innovative, and memorable moments that will encourage prospective customers, fans, and community members. This role requires a high level of energy, initiative, and deep understanding of the customer journey.
As a Field Sales Guide, you must have a customer-first approach and thrive in ambiguous and unexpected environments, tackling all challenges with a flexible and solution-oriented mindset. You are results driven and demonstrate an understanding of how each interaction supports the broader customer experience, while remaining hyper focused on our company sales objectives. We are seeking engaging and enthusiastic individuals who have a passion for people, education, technology, and clean energy solutions.
Responsibilities
- Deploy Rivian’s sales strategy at your location, generating demand and connecting with the broader community.
- Act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart.
- Provide support for prospective customers, fans, friends, and Rivian owners through their respective journeys with our brand and products.
- Manage lead engagement, qualification, capture, and scoring to shepherd prospective customers through a sales pipeline.
- Manage general product support and event inquiries surrounding Vehicle Pre-Orders, Vehicle Configurations, Rivian Shop Orders, Retail Store Support, Demo Drive Scheduling, and additional support and pre-sales and ownership scope as assigned.
- Support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community.
- Engage and 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.
- Maintain accurate and up-to-date customer records in the CRM system.
- Accountable to KPIs that involve number of customer contacts handled, SLA responses, lead captures, demo drives scheduled, and any other goals that ensure the collective success of Rivian.
- Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture.
- Perform day to day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, building or maintaining visual displays as necessary, and events as necessary.
- Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team.
- Take on additional projects, duties and assignments as required and/or by request from the field leadership.
Qualifications
- Preferred 4 years of experience in customer service required; field marketing, sales, education, or hospitality environment preferred.
- At least 21 years of age.
- High School Diploma or GED 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 (ex. Salesforce).
- Must have a valid driver’s license in the state of residence that you will be driving/operating a vehicle and possess an exceptional driving record.
- No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years.
- Ability to obtain and maintain local sales licenses if applicable in your state.
- Comfortable operating large, high performance vehicles and conducting demo drives with customers.
Competencies
- Energetic, enthusiastic, and engaging customer interaction style.
- Ability to understand and articulate concepts in the technology and automotive space.
- Resilience and ability to overcome objections using active listening and critical thinking.
- Ability to multi-task while providing exceptional quality of work.
- Excellent written and verbal language skills in English, additional languages a plus.
- Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines.
- An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community.
- Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment.
Physical Requirements
- Willingness to work in various working conditions including being in a full service retail center or unpredictable weather conditions.
- Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
- Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
- Strong understanding of written and spoken English.
- Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.
