Ownership Loyalty Advisor - Irvine

Rivian•Irvine, CA

12d•Onsite

About The Position

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. As an Ownership Loyalty Advisor IV, you are an integral member of our Inside Sales and Delivery organization, building relationships with our current owners and growing the Rivian community and brand. You are focused exclusively on our current owners in a Rivian lease - managing a portfolio of 150+ customers whose leases are maturing over the next six months. Your goal is to help them understand their lease turn-in options and making it easier than ever to get into their next Rivian. You are a brand advocate and a trusted guide. You’re obsessed with providing a best-in-class customer experience, educating owners on new Rivian products, incentives, programs, and ultimately driving lease retention, repeat purchases, and referrals.

Requirements

4+ years of sales, retail, customer service or hospitality experience at a top tier, premium brand (direct to consumer, auto and or EV a plus)
High School Diploma required
Proven track record in a high-velocity sales cycle, from prospecting to closing, in a commission-based environment
Experience succeeding in a face-paced, dynamic start up environment with continuous iteration and changes
Experience using CRM systems (Salesforce preferred)
Strong communication and collaboration skills (written and verbal)
Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) with the ability to learn new tools quickly
Comfortable operating large, high performance vehicles and conducting demo drives with customers
Ability to work effectively both in a team and independently
Maintain a positive, upbeat and can-do attitude at all time
Ability to obtain and maintain local sales licenses if applicable in your state/province

Nice To Haves

Experience in a call center environment preferred but not required

Responsibilities

Manage and nurture a portfolio of over +150 lease maturity customers, enhancing their ownership experience and driving brand loyalty.
Proactively reach out at key milestones to educate customers around our lease-end process, Rivian product offerings, and current incentives.
Achieve or exceed monthly and quarterly targets for lease renewals and brand retention.
Clearly document customer engagements, consumer insights, and outcomes using CRM tools.
Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
Qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction
Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service
Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement
Stay up to date on auto and EV competitive landscape and trends to keep a close pulse on what customers are considering and effectively build value in our products and overcome objections to repurchasing.
Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust
Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams while ensuring customer satisfaction.
Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity
Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
Take on additional projects, duties and assignments as required and/or by request from sales leadership