Inside Product Guide - Atlanta

Rivian • Riverdale, GA

12d • Onsite

About The Position

Rivian is hiring an Inside Product Guide to support customers across the full Rivian customer journey, from initial sales inquiries through delivery and post-purchase support. The role may focus on inbound calls, chat, delivery tasks, or sales opportunities, but employees are trained across the full journey and may shift between functions based on business needs. The position is fully onsite at 667 Auburn Ave NE, Atlanta, Georgia. The listed schedule is 11:00 AM–7:30 PM Eastern Time, with 40 hours per week across Monday through Sunday and eight hours per shift. Schedule days and times may change based on business needs, and weekend and some holiday availability is required.

The role combines customer service, sales, and operational support. The Inside Product Guide answers questions across channels, helps customers complete financing, insurance, registration, trade-in, and delivery tasks, and supports sales opportunities through outbound calls and product presentations. Success involves resolving customer needs promptly, maintaining accurate records in Salesforce and other systems, coordinating with internal teams, and meeting individual and team performance goals.

The hourly pay range for Georgia applicants is $21.39–$23.75. The successful candidate may be eligible for an annual performance bonus. Rivian describes a benefits package for full-time and part-time employees and eligible family members, including paid vacation, paid sick leave, and insurance benefits. Eligible employees may also have the opportunity to participate in the 401(k) Plan and Employee Stock Purchase Program.

Requirements

• High school diploma.
• At least 1 year of experience in sales, customer experience, or account management with a premium or high-growth brand.
• Strong communication, critical thinking, and problem-solving skills, including the ability to handle real-time customer interactions and escalations across channels.
• Proficiency in Salesforce or a similar CRM, and comfort using multiple digital tools and systems simultaneously.
• Strong organizational skills, including the ability to prioritize, multitask, and maintain accuracy under pressure across changing tasks and queues.
• Availability to work a flexible schedule, including nights, weekends, and holidays.
• Ability to learn quickly and adapt to a fast-paced environment and changing priorities.
• Ability to work effectively independently and as part of a team.
• Self-motivation, results orientation, and a positive, energetic, can-do attitude.
• Eligible for or able to obtain local sales and notary licenses if required.
• Excellent written and verbal English.
• Ability to work fully onsite and willingness to work in varied environments, including a full-service retail or delivery/customer center and unpredictable weather conditions.
• Ability to perform physical tasks that may include sitting for up to 2+ hours at a time; standing for up to 8+ hours a day; walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
• Frequent use of hands for grasping, using tools, entering data, writing, and calling customers or internal partners.

Nice To Haves

• Call center, inside sales, or automotive/EV experience.
• Spanish or French language skills.
• Demonstrated versatility across sales conversations, customer support, and operational tasks.

Responsibilities

• Maintain strong customer response times and a first-time-resolution mindset.
• Provide feedback on customer questions and trends related to Rivian's sales and purchase process.
• Support customers across their journey, from initial inquiry through delivery and beyond.
• Handle inbound calls on Rivian's company line with prompt, accurate, and friendly support.
• Support customers through chat, email, and other channels as needed.
• Help customers complete delivery tasks, including financing, insurance, registration, trade-in, and scheduling.
• Make outbound calls on new sales opportunities, qualify leads, and answer product and purchase questions.
• Present products persuasively, address objections, and communicate Rivian's value proposition to support sales conversion.
• Build knowledge of sales, finance, registration, trade-in, and delivery to support different functions as needed.
• Partner with Finance, Registration, Trade-In, Delivery, and Service teams to resolve customer blockers.
• Monitor customer sentiment, respond to concerns with clear and solution-oriented communication, and escalate and follow through when needed.
• Document customer interactions accurately in Salesforce and other internal systems.
• Maintain expert-level product knowledge to answer questions about new purchases and existing orders.
• Meet or exceed individual and team KPIs, including sales conversion, service quality, throughput, and customer satisfaction.
• Use structured problem-solving to identify inefficiencies and share feedback about customer trends.
• Maintain professionalism, clarity, and accountability in every customer interaction.

Benefits

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance benefits for eligible employees.
• Opportunity for eligible employees to participate in Rivian's 401(k) Plan.
• Opportunity for eligible employees to participate in Rivian's Employee Stock Purchase Program.
• Potential eligibility for an annual performance bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED