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

Rivian • Austin, TX

5d • 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. The role calls for an enthusiastic person committed to elevating the customer experience and exceeding expectations at every opportunity, from initial engagement through vehicle delivery. The position is based at Rivian’s Austin Service Center, 622 Morrow Street, Austin, Texas 78752. It is a part-time role.

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.
• 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 the employee commutes daily.
• 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. 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 in the assigned work location.
• Strong understanding of written and spoken English.
• Ability to see, read, and interpret documents such as governmental 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.
• Resilience and ability to overcome objections using active listening and critical thinking.
• Ability to multitask while maintaining exceptional quality of work.
• 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 interacting with the community.

Nice To Haves

• 2+ years’ 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 metrics such as NPS and survey results.
• Engage with Rivian customers, identify their 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 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.
• Uphold 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
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements
• Employee Stock Purchase Program, subject to eligibility requirements
• Potential eligibility for an annual performance bonus

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED