Product Guide III - Park Meadows Service Center

Rivian•Lone Tree, CO

22h

About The Position

As a Product Guide III at Rivian, you are the face of the brand, building strong connections with the community through memorable, engaging customer experiences. You lead intuitive and innovative interactions that inspire loyalty and trust, with a strong focus on exceeding expectations from initial engagement through vehicle delivery. The role combines customer engagement, product education, sales and lead-generation support, vehicle demonstrations and deliveries, and daily retail operations. Product Guides maintain strong product knowledge, use POS and CRM tools, support brand initiatives and community events, and help ensure Rivian locations meet premium retail, hospitality, and vehicle presentation standards. The position may also involve travel to support market launches and operations.

Requirements

At least 18 years of age; must be at least 21 years old to operate a Rivian vehicle.
High school diploma, GED, or other recognized high school equivalency credential.
Ability to work a flexible schedule to support customers on nights, weekends, and/or holidays.
Ability and willingness to travel as business needs require, including to support other market launches and operations.
Valid driver’s license in the state or province of residence where driving or operating a vehicle, or in the state where commuting daily to and from work.
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. The role is 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 work location.
Strong understanding of written and spoken English.
Ability to read and interpret documents such as governmental 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 exceptional work quality.
Excellent written and verbal English skills.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Commitment to elevating the customer experience and exceeding expectations when engaging with the community.
Physical exertion may be required, including sitting for up to 2 or more hours at a time; standing for up to 8 or more hours a day; walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs.
Frequent use of hands for grasping and using tools, entering data, writing communications, or calling customers or internal partners.

Nice To Haves

2 or more years of experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality.
Experience using POS and CRM software.
Working knowledge of Google Workspace and ability to learn new tools quickly.
Additional language skills.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience while meeting their needs and exceeding expectations.
Work toward 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.
Identify customers’ individual needs and provide tailored experiences, including demonstration drives and customer deliveries.
Support commercial business objectives and brand initiatives, including demand and lead generation, product deep-dives, gear demonstrations, trip planning, food and beverage offerings, and community events.
Maintain brand and product expertise and stay current with required training and courses.
Use POS and CRM tools to generate leads and enhance the customer experience.
Perform daily operational duties, including event production and support, back-of-house upkeep, food and beverage support, general space upkeep, cleaning, and building 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.

Benefits

Paid vacation
Paid sick leave
Life insurance
Medical insurance
Dental insurance
Vision insurance
Short-term disability insurance
Long-term disability insurance
Potential eligibility to participate in Rivian’s 401(k) Plan
Potential eligibility to participate in Rivian’s Employee Stock Purchase Program
Potential eligibility for an annual performance bonus