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Employment type:
Full time
Experience required:
Intermediate
Salary
Salary not provided
About the company:
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.
Customer Service is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. To ensure our teams can continue to provide white glove customer support to our communities, we have to continually innovate and iterate our processes and programs objectives. This can range from improving existing systems to also discovering a new way to enhance our internal team’s experience so they can focus on providing the level of Rivian Customer Service we’ve created.
Your primary day-to-day responsibilities will include supporting our teams within the Customer Engagement Center. You will be operational in nature, hungry to execute tasks, driving projects and objectives to complete. You’ll assist with data validation and data tracking while overseeing a vast array of our Customer Support Programs.
Responsibilities
- Assist with data validation and execution of our daily Guide Program operations
- Execution of our 7-day Vehicle Returns process and ensuring all milestones are completed in a timely manner
- Execution of our New Owner Account Transfer process, ensuring completion of all steps and milestones in partnership with cross-functional partners
- Processing of our Accessories functions; returns, replacements and status updates
- Process data or operational steps from multiple programs and spreadsheets and combining them into one aggregated location
- Owns data validation across our multiple trackers and systems to ensure the most up to date information for Guides to complete their work
- Support Guides with all customer order-vin match/un-match requests
- Own and facilitate all customer rental and loaner vehicle requests
- Monitoring and review performance metrics of VOC and T&R dashboards to ensure daily targets are met
- Rivian Insurance replacement/returns requests
- Assist with ad-hoc program support as needed
Qualifications
- 3-5 years’ experience in customer service and operations
- Experience with systems similar to Salesforce Service Cloud, Tableau, AWS (AmazonConnect), SmartSheet
- Excellent time management with the ability to juggle multiple deadlines and milestones
- Must have clear and concise written and verbal communication skills
- Must be able to work on multiple initiatives at once while managing shifting priorities
- Must be able to foster partnerships with cross-functional partners, Program Managers and team
- Excellent organizational skills and attention to detail
- Occasionally requires nights/weekend work.
- Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year
- Experience with Excel; lookups, pivot tables a plus
- Travel: Up to 40% to support operations in Normal, IL and Irvine, CA
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 [email protected].
Candidate Data Privacy
Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services.
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