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
Please note, this is a proactive job posting, which allows us to build a pipeline of qualified candidates who we can consider for future openings. You will be contacted if a position matching your qualifications becomes available.
As a Sr. Inside Delivery 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. In this role, you will support a book of customers across multiple states, guiding them seamlessly through the Rivian journey and purchase process, as well as their ownership journey. You will partner with Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, and Warranty to support a successful customer delivery. Day-to-day responsibilities will include tracking and monitoring the progression of your customers through the transaction to delivery steps; utilizing phone, email, chat, and SMS as your means of communication.
Responsibilities
- Attention to sentiment.
- Build rapport and learn how to support each owner, meeting them where they are in their EV ownership journey.
- Manage a book of business of 300+ customers in various stages through the transaction process.
- Track and follow up on any tasks that need to be completed on behalf of assigned customers to provide an exceptional purchase and ownership experience within SLA.
- Adheres to team SLA and cross-functional SLA that impact and drive business KPIs.
- Collaborate with our closest cross-functional partners; Delivery Mobile Operations, Rivian Financing, Rivian Insurance, Title & Registration, Charging, and Service partner teams.
- Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
- Review your book of business daily to ensure customer progression across their journey is moving adequately.
- Complete additional work and tasks as requested by the leadership team.
Qualifications
- 4 years’ experience providing outstanding customer service.
- 3+ years’ experience in account management or dedicated customer relationship management/sales role preferred.
- Experience in a call center environment preferred but not required.
- Bachelor’s degree or equivalent time in role preferred.
- Experience using CRM (ex. Salesforce).
- Ability to multi-task while providing exceptional quality of 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 within a 7-day workweek, including nights, weekends, and holidays, with additional flexibility during busier times of the year.
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.
