Owner Loyalty Advisor IV - Normal

Rivian•Normal, IL

2d•Onsite

About The Position

Rivian is seeking an Owner Loyalty Advisor IV for its Inside Sales and Delivery organization. The advisor builds relationships with current Rivian owners and supports owners whose leases are approaching maturity. They manage a portfolio of more than 150 customers with leases maturing over the next six months, helping customers understand lease-end options and making it easier to move into another Rivian. The role focuses on providing a high-quality customer experience, educating owners about products, incentives, and programs, and driving lease retention, repeat purchases, and referrals. This is a full-time, in-office position in Normal, Illinois, scheduled for 40 hours over a seven-day week in eight-hour shifts. The listed hours are 10:00 a.m. to 6:30 p.m. Central Time, but schedules may change based on business needs. Availability for weekends and some holidays is required. The work involves daily on-site presence and may include working in a retail center or unpredictable weather conditions. Physical tasks can include extended sitting, standing, walking, bending, kneeling, carrying, and lifting up to 50 pounds. The hourly pay range for Illinois applicants is $17.57 to $23.00, with eligibility for uncapped commission under the applicable plan. Rivian offers eligible employees a benefits package that includes paid vacation and sick leave, insurance benefits, and possible participation in its 401(k) plan and Employee Stock Purchase Program.

Requirements

At least 4 years of sales, retail, customer service, or hospitality experience with a top-tier premium brand.
High school diploma.
A proven record in a high-velocity sales cycle, from prospecting through closing, in a commission-based environment.
Experience succeeding in a fast-paced, dynamic startup environment involving continual iteration and change.
Strong written and verbal communication and collaboration skills.
Ability to work a flexible schedule supporting customers on nights, weekends, and/or holidays.
Working knowledge of Microsoft Word, Excel, PowerPoint, and Teams, and ability to learn new tools quickly.
Ability to operate large, high-performance vehicles and conduct customer demo drives.
Ability to work effectively both independently and as part of a team.
Positive, upbeat, can-do attitude.
Ability to obtain and maintain local sales licenses if applicable in the state or province.
Ability to work on site daily and in varied conditions, including a full-service retail center or unpredictable weather.
Ability to perform physical tasks that may include sitting for 2 or more hours at a time, standing for 8 or more 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 tools, entering data, writing, and calling customers or internal partners.
Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, or schematics.

Nice To Haves

Call center experience.
Direct-to-consumer, automotive, or EV experience.
Experience with Salesforce.

Responsibilities

Manage and nurture a portfolio of more than 150 lease-maturity customers to enhance their ownership experience and build brand loyalty.
Proactively contact customers at key milestones to explain the lease-end process, Rivian products, and current incentives.
Meet or exceed monthly and quarterly targets for lease renewals and brand retention.
Document customer interactions, insights, and outcomes using CRM tools.
Provide an authentic, engaging, educational customer experience aligned with Rivian’s values and culture.
Qualify customers, identify their needs, and create personalized experiences that support conversion and satisfaction.
Build and manage a sales pipeline through positive, long-term customer relationships and responsive service.
Solicit and study customer feedback to identify pain points and opportunities for improvement.
Keep current on automotive and EV competitors and trends, build value in Rivian products, and address objections to repurchasing.
Share successful strategies, best practices, and feedback with teammates.
Resolve customer escalations promptly and route outstanding issues to the appropriate teams while maintaining customer satisfaction.
Communicate business trends and data to leadership and recommend opportunities.
Monitor customer sentiment and service quality, coaching for exceptional performance.
Take on additional projects, duties, and assignments as requested by sales leadership.

Benefits

Paid vacation.
Paid sick leave.
Life insurance.
Medical insurance.
Dental insurance.
Vision insurance.
Short-term disability insurance.
Long-term disability insurance.
Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
Opportunity to participate in Rivian’s Employee Stock Purchase Program, subject to eligibility requirements.
Uncapped commission payments according to the plan’s terms and conditions.