Product Guide III (Part-time) - Walnut Creek Spaces

Rivian•Walnut Creek, CA

4d•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 lead intuitive, innovative interactions that inspire loyalty and trust, and work to exceed expectations from initial customer engagement through vehicle delivery. The role is based at Rivian Spaces in Walnut Creek, California. The schedule is 3–4 days per week in 8-hour shifts, with Friday through Sunday required. The location is open Monday through Saturday from 10:00 a.m. to 8:00 p.m. and Sunday from 11:00 a.m. to 6:00 p.m.

Requirements

At least 18 years of age; at least 21 years of age 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, and willingness and ability to travel based on business needs.
Working knowledge of Google Workspace and ability to learn new tools quickly.
Valid driver’s license in the state or province of residence where the employee will drive or operate a vehicle, or in the state where the employee commutes daily.
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. Continuous motor vehicle record monitoring applies.
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 in the assigned location.
Strong understanding of written and spoken English.
Ability to read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions, or schematics.
Ability to understand and articulate concepts in technology and automotive fields.
Ability to overcome objections through active listening and critical thinking, multitask while maintaining quality, learn quickly, and adapt to changing timelines.

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.
Additional language skills.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience, meeting their needs, and exceeding 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 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 strong 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 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 premium retail, hospitality, and vehicle presentation standards.
Take on additional projects, duties, and assignments as required or requested by leadership.