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 Customer Support Guide, you will be on the front lines providing support for our customers and educating the Rivian community on our continuously growing products and services. You will have an active role in fostering our Rivian culture. You will be a leader in driving our customer service philosophy of Creating Community Forever by being Human, Helpful, and Going the Extra Mile. Your day-to-day responsibilities will include communicating with our customers by phone, email, and chat. You’ll ensure that the right message gets to the right person via the right medium, every time, thereby driving growth, customer satisfaction, and brand loyalty. We’re looking for someone who loves people and is excited to take every opportunity to overdeliver when it comes to delighting and interacting with our community.
Responsibilities
● You will act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart.
● Act as the first line of support for fans, friends, and Rivian owners through their respective journeys with our brand supporting them via inbound and outbound phone calls as well as chat, email, and any other communication channel that we might open in the future.
● 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.
● You will receive ample training but will also be required to explore and learn independently. Curiosity is a core value at Rivian.
● Maintain accurate and up-to-date customer records in the CRM system.
● Accountable for KPIs that involve the number of customer contacts handled, SLA for responses, quality of contacts handled, 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.
● We are introducing products that challenge what people believe to be possible, so this requires us to break down complex ideas into something easy to understand and fun to read.
● Pay close attention to sentiment.
Qualifications
● Fluent in written and spoken English
● 1-3 years’ experience providing outstanding customer service
● 1-year experience in a call center environment preferred but not required
● Experience using CRM (ex. Salesforce)
● Ability to multi-task while providing exceptional quality work
● Excellent written and verbal language skills
● Ability to learn quickly, work in a fast-paced environment, and adapt to changing timelines
● Ability to multi-task and navigate multiple, different work streams and tools
● Willing and able to work 5 days a week from the office.
● Requires nights, weekends, and holiday work contingent on business goals and needs.
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.
