Product Advisor IV -Charlotte Service Center

Rivian•Charlotte, NC

3d•Onsite

About The Position

As a member of Rivian’s Field Sales organization, the Product Advisor IV builds relationships with prospective customers and grows the Rivian community. The advisor owns the customer journey and provides personalized experiences through in-person interactions, educational drives, phone, text, and email. The role requires a customer-first approach, flexibility, and a solution-oriented mindset, with a focus on creating memorable experiences that drive brand loyalty, customer satisfaction, and conversion. The Product Advisor IV helps customers understand Rivian products and services, manages customer leads and pipelines, supports sales goals, and contributes to retail activations and community events. The role also supports location operations, team development, customer issue resolution, and continuous improvement. The position is based at the Charlotte Service Center at 9309 Monroe Road, Charlotte, NC 28270. The hourly range for North Carolina applicants is $17.57–$21.96, with eligibility for uncapped commission payments under the applicable plan. Rivian offers benefits to eligible full-time and part-time employees, including paid vacation, paid sick leave, and insurance benefits. Eligible employees may also participate in the company’s 401(k) Plan and Employee Stock Purchase Program.

Requirements

At least 21 years of age.
High school diploma, GED, or other recognized high school equivalency credential.
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 ongoing iteration and change.
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 in the state where they commute daily.
No drug- or alcohol-related driving incidents in the last three years; no more than one serious moving violation in the last three years; and no driving-related license suspension or revocation within the stated three-to-five-year period. The role is subject to continuous Motor Vehicle Record monitoring.
Ability to obtain and maintain applicable local sales licenses.
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.
Excellent written and verbal English skills.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Strong commitment to elevating the customer experience and delighting Rivian community members.
Willingness to work in a full-service retail location or service center, outdoors, and around vehicles in unpredictable weather.
Ability to perform physical tasks that may involve sitting for two or more hours at a time; standing for up to eight 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 and using tools, entering data, writing communications, and calling customers or internal partners.
Ability to understand written and spoken English and to see, read, and interpret documents such as regulations, safety rules, instructions, and schematics.

Nice To Haves

Four 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.
Experience using CRM systems; Salesforce is preferred.
Additional language skills.

Responsibilities

Achieve or exceed monthly and quarterly targets and key performance indicators, including demo-drive volume, pipeline management, conversion support, customer satisfaction, and NPS.
Deliver an authentic, engaging, educational, and values-aligned customer experience at the assigned location or locations.
Engage, qualify, and support leads, following up throughout the customer journey to improve satisfaction, repeat business, and referrals.
Provide static and dynamic product demonstrations, identify customer needs through open-ended questions, and recommend suitable 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 to generate demand and connect with the Rivian community.
Gather and study customer feedback to identify and address pain points and opportunities for improvement.
Stay informed about automotive and electric-vehicle competitors and trends to build product value and address customer objections.
Share effective strategies, best practices, and feedback with teammates to support a collaborative learning culture.
Resolve customer escalations promptly and route outstanding issues to appropriate teams.
Communicate business trends and data to leadership, including recommendations for areas of opportunity.
Support and motivate team members by providing direction and feedback, and coach for exceptional customer service.
Perform keyholder opening and closing duties, complete operational checklists, lead team huddles, and write daily business recaps while ensuring policies and procedures are followed.
Carry out daily 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 deliver a strong experience for community members and team members.
Take on additional projects, duties, and assignments as required or requested by commercial leadership.