Product Advisor IV - El Segundo Service Center

Rivian•El Segundo, CA

8d•Onsite

About The Position

Rivian is seeking a Product Advisor IV to join its Field Sales organization at the El Segundo Service Center. The role builds relationships with prospective customers, grows the Rivian community, and owns the customer journey by providing personalized experiences across in-person interactions, educational drives, phone, text, and email. The Product Advisor educates and inspires customers about Rivian products and services and contributes to a high-performance culture. The successful candidate takes a customer-first, flexible, and solution-oriented approach in ambiguous and changing environments. The role focuses on memorable customer experiences that build brand loyalty, satisfaction, and conversion. It also includes sales and pipeline performance, team support and coaching, location operations, and event support. The work schedule is Tuesday through Saturday, 8:30 a.m. to 5:00 p.m., at 401 Coral Circle, El Segundo, California.

Requirements

At least 21 years of age.
High school diploma, GED, or other recognized high school equivalency credential.
A proven track record in a high-velocity customer engagement cycle, from prospecting to closing, in a commission-based environment.
Experience succeeding in a fast-paced, dynamic startup environment with continuous iteration and change.
Experience using CRM systems; Salesforce is preferred.
Strong written and verbal communication and collaboration skills.
Ability to work a flexible schedule to support customers on nights, weekends, and/or holidays.
Ability and willingness to travel as needed for events, new market launches, and other support.
Working knowledge of Microsoft Word, Excel, PowerPoint, and Teams, and Google Workspace, with the ability to learn new tools quickly.
Comfort operating large, high-performance vehicles and conducting customer demo drives.
Valid driver’s license in the state or province of residence where the employee will drive or operate a vehicle, or the state from which they commute daily.
No drug- or alcohol-related driving incidents in the last 3 years; no more than 1 serious moving violation in the last 3 years; and no driving-related license suspension or revocation within a 3–5-year period. Candidates are subject to continuous MVR monitoring.
Ability to obtain and maintain local sales licenses where applicable.
Willingness to work in a full-service retail location or service center, outdoors, and operate vehicles in unpredictable weather.
Ability to perform physical tasks including sitting for 2 or more hours at a time; standing for up to 8 or more hours a day; walking, bending, kneeling, lying down, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 pounds.
Frequent use of hands for grasping, using tools, entering data, writing communications, and calling customers or internal partners.
Strong understanding of written and spoken English and ability to read and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
Energetic, enthusiastic, and engaging customer interaction style.
Ability to understand and articulate concepts in technology and automotive fields.
Resilience and ability to overcome objections using active listening and critical thinking.
Ability to multitask while maintaining high-quality work.
Ability to work effectively both independently and as part of a team.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Commitment to elevating the customer experience and going above and beyond to delight and engage the Rivian community.

Nice To Haves

4 or more years of experience in Sales, Retail, Hospitality, or similar fields.
Experience with top-tier or premium brands, direct-to-consumer models, commission-based environments, or automotive sales.
Salesforce CRM experience.
Additional language skills.

Responsibilities

Consistently achieve or exceed monthly and quarterly targets and key performance indicators, including demo drive volume, pipeline management, conversion support, customer satisfaction, and NPS.
Deliver a best-in-class customer experience that is authentic, engaging, educational, and aligned with Rivian’s core values and culture.
Proactively engage, qualify, and support leads, following up throughout the customer journey to increase satisfaction, repeat business, and referrals.
Provide static and dynamic product demonstrations, use open-ended questions to understand customer needs, and recommend appropriate products and services.
Maintain and share in-depth knowledge of Rivian products, services, features, benefits, and community stories.
Build and manage a healthy customer pipeline through responsive service and positive, long-term relationships.
Host and support retail activations and experiential events that generate demand and connect with the Rivian community.
Gather and study customer feedback to identify pain points and opportunities for continuous improvement.
Stay current on automotive and EV competition and trends, build value in Rivian products, and overcome customer objections.
Share success strategies, best practices, and feedback with teammates to foster learning, trust, and shared results.
Resolve customer escalations promptly and route outstanding issues to the appropriate teams.
Communicate business trends and data to leadership, including recommendations on opportunities.
Support and motivate teammates by providing direction and feedback, and coach for exceptional customer service based on customer sentiment and service quality.
Perform keyholder opening and closing duties, follow policies and procedures, complete operational checklists, lead team huddles, and write daily business recaps.
Perform day-to-day operational duties, including back-of-house upkeep, food and beverage support, shipping and receiving, general space upkeep, cleaning, visual displays, and event support as needed.
Follow operational frameworks, best practices, and playbooks to provide a strong experience for community members and teammates.
Take on additional projects, duties, and assignments as required or requested by commercial 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 Plan, subject to eligibility requirements
Uncapped commission payments according to the plan’s terms and conditions