Product Guide III (Part-time) - Austin Service Center

Rivian•Austin, TX

2d•Onsite

About The Position

As a Product Guide III at Rivian, you are the face of the brand, cultivating strong connections with the community through memorable and engaging experiences. In this customer-oriented role, you will lead intuitive, innovative interactions that inspire loyalty and trust, taking opportunities to exceed expectations from initial engagement through vehicle delivery. The position is based at the Austin Service Center at 622 Morrow Street, Austin, Texas 78752, and is expected to transfer to the Round Rock, Texas service center in early 2027. This is a part-time role.

Requirements

At least 18 years of age; must be at least 21 to operate a Rivian vehicle.
High school diploma or GED required.
Must hold a valid driver’s license in the state or province of residence where driving or vehicle operation will occur, or the state where commuting daily to and from work.
No drug- or alcohol-related driving incidents in the last 3 years; no more than one serious moving violation in the last 3 years; and no driving-related license suspension or revocation within a 3–5-year period. Subject to continuous Motor Vehicle Record monitoring.
Must have or be eligible to obtain a sales license, notary license, and/or food-handling certification within the first 90 days of employment, if applicable at the assigned location.
Ability to work a flexible schedule to support customers on nights, weekends, and/or holidays, and willingness to travel as business needs require to support other market launches and operations.
Working knowledge of Google Workspace and ability to learn new tools quickly.
Strong understanding of written and spoken English; 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 through active listening and critical thinking; ability to multitask while maintaining quality of work.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Physical capacity for occupational tasks including sitting, standing, walking, bending, kneeling, lying, 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.

Nice To Haves

2+ years of experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality.
Experience using POS and CRM software.
Excellent written and verbal language skills in English; additional languages are a plus.
An obsessive approach to elevating the customer experience and commitment to exceeding expectations.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience and meeting or exceeding their expectations.
Achieve key performance indicators, including leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience measures such as NPS and survey results.
Engage with Rivian customers, identify their needs, and create individualized experiences, including demonstration drives and customer deliveries.
Support commercial business objectives and brand initiatives, including demand generation, lead generation, product deep-dives, gear demonstrations, trip planning, food and beverage offerings, and community events.
Maintain brand and product expertise and stay current on required training and courses.
Use POS and CRM tools to generate leads and enhance the customer experience.
Perform day-to-day operational duties, including event production and support, back-of-house upkeep, food and beverage support, general space upkeep, cleaning, and creating or maintaining visual displays.
Maintain retail, hospitality, and vehicle presentation standards so locations look and feel premium.
Take on additional projects, duties, and assignments as required or requested by leadership.