Product Guide III (Part-time) - Scottsdale Spaces

Rivian•Scottsdale, AZ

8d•Onsite

About The Position

Rivian is seeking a Product Guide III to represent the brand and build strong connections with the community through engaging customer experiences. The role focuses on creating intuitive, innovative interactions that inspire customer loyalty and trust, and on exceeding expectations throughout the customer journey, from initial engagement through vehicle delivery. The position is part-time and is based at Rivian’s Scottsdale location at 15051 North Kierland Boulevard, Scottsdale, Arizona. The Product Guide delivers customer education and individualized experiences, including demonstration drives and vehicle deliveries. The role also supports commercial and brand objectives through demand and lead generation, product education, gear demonstrations, trip planning, food and beverage offerings, and community events. Guides maintain expertise in Rivian products and tools, support day-to-day operations and event production, and uphold premium retail, hospitality, and vehicle presentation standards.

Requirements

High school diploma or GED.
At least 18 years of age; must be at least 21 to operate a Rivian vehicle.
Ability to work a flexible schedule that supports 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 or the state from which the employee commutes 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 a three-to-five-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 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 exceptional work quality.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Physical ability to sit for up to two or more hours at a time; stand for up to eight or more hours a day; walk, bend, kneel, lie down, twist, carry, reach, stretch, push, pull, and lift 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 see, read, and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.

Nice To Haves

Two 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.
Excellent written and verbal English skills; additional languages are a plus.
Energetic, enthusiastic, and engaging customer interaction style.
An obsessive approach to elevating customer experience and a commitment to over-delivering for the community.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience while meeting their needs and exceeding expectations.
Achieve key performance indicators, including leads captured, lead capture rate, lead-to-drive rate, influenced sales orders, and customer experience measures such as NPS and survey results.
Engage with customers to 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 a high level of brand and product expertise by staying current on 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 to ensure 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