Rivian

United States, Illinois, Normal, United States

Posted on: 2022-11-15

Category: emobility

Employment type:

Full time

Experience required:

Intermediate

Salary

Salary not provided

Customer Service Guide

About the company:

Doing something different is never easy. It requires courage, optimism and grit. Core to our mission is building a team of adventurous individuals determined to make a positive impact on the world. This means challenging ourselves constantly. Stretching beyond the bounds of conventional thinking. Reframing old problems. Seeking new solutions. And operating comfortably in a space of uncertainty. While our backgrounds are diverse, our team shares a love of the outdoors and a desire to protect it for future generations. Do you like doing the impossible? We’d love to hear from you.

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 Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love.

 

In this role, you will take ownership of guiding customers seamlessly through their journey with Rivian –from purchasing their vehicles to owning them. As the customer’s account manager, you will provide your customers the support they need, educating them, removing blockers, deepening their ownership experience, and taking on as much of the leg work required. You will be a leader in driving our customer service philosophy of being Human, Helpful, and Going the Extra Mile, and you will be empowered to personalize each owner’s experience in fun and creative ways.

 

Your day-to-day responsibilities will include tracking and monitoring the progression of customers through the purchasing process; utilizing phone, email, and SMS as your means of communicating; and working with partner teams, including Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, Warranty, and Roadside Assistance. 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 Rivian customers, fans, and community.

 

You will be fully trained to perform your role. This training includes a 5-week onboarding plan alongside your newly hired Guide cohort, where we will assign you an onboarding buddy, and ongoing training as needed and dictated by our evolving needs. Delivering the customer experience we want requires many people and effective teamwork. Our team will support, empower, and enable you along the way.

 

Responsibilities 

  • You will partner with and support a group of customers through their entire customer journey with Rivian, beginning with the vehicle selection and extending through ownership. You will be their primary point of contact for all things Rivian.
  • Provide exceptional quality of service during every interaction with our customers paying close attention to sentiment.
  • Build rapport and learn how to support each owner, meeting them where they are in their EV ownership journey.
  • 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.
  • Collaborate with our Vehicle Delivery, Retail, Charging, and Service partner teams.
  • Soak up all the information you can about Rivian to bring the brand to life with our community.
  • Share trends and areas of opportunity to improve the customer experience.
  • Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
  • We are introducing products that challenge what people believe to be possible. This requires us to break down complex ideas into something easy to understand and fun to read.
  • 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 scope as needed.
  • Participate in virtual and in-person tours as assigned,
  • Think strategically and interpret analytics and track progress using reporting and dashboards.
  • Leverage CRM tools to augment and improve the owner experience.
  • Travel may be required for training purposes.
  • Additional tasks as assigned.

 

Qualifications

  • 5+ years’ experience in high-volume customer service role preferred
  • 3+ years’ experience in account management or dedicated customer relationship management/sales role preferred
  • 1-year experience in a call center environment helpful
  • EV industry experience helpful
  • Experience using CRM (ex. Salesforce)
  • Exceptional organizational skills; ability to track each assigned customer’s progress through the transaction to delivery; prioritize workload with exceptional quality
  • Proven ability to multi-task and navigate multiple work streams and tools
  • Excellent written and verbal language skills in English, bilingual a plus
  • Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
  • Requires nights/weekends as needed; based on customer needs and urgency
  • Ability to travel up to 10% of the time for training purposes and to support events

 

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.