Product Guide III (Part-time) - Pompano Beach Service Center

Rivian•Leisureville, FL

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, and work to exceed customer expectations from initial engagement through vehicle delivery. The position is based at Rivian’s Pompano Beach Service Center, 311 Racetrack Loop, Pompano Beach, FL 33069.

Requirements

High school diploma, GED, or another recognized high school equivalency credential.
Must be at least 21 years old to operate a Rivian vehicle.
Ability to work a flexible schedule to support customers on nights, weekends, and/or holidays.
Ability and willingness to travel based on business needs to support other market launches and operations.
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 they commute 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 at the assigned work location.
Strong understanding of written and spoken English, and ability to read and interpret documents such as regulations, safety rules, operating and maintenance instructions, or schematics.
Energetic, enthusiastic, and engaging customer interaction style.
Ability to understand and articulate concepts in technology and automotive topics.
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 over-delivering when interacting with the community.
Physical ability to perform tasks involving sitting, standing, 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, 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.
Additional language skills.

Responsibilities

Welcome, engage, and educate customers, providing a positive and inclusive experience and ensuring their needs are met and expectations exceeded.
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.
Identify customers’ unique 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.
Maintain knowledge of POS and CRM tools and use them 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 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.