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

Rivian • Malvern, PA

7d • 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. The position calls for an enthusiastic individual focused on elevating the customer experience and delighting customers from initial engagement through vehicle delivery.

The role is based at Rivian’s Malvern Service Center, at 350 Mall Blvd, King of Prussia, Pennsylvania. It involves customer engagement, product education, demonstrations and deliveries, supporting commercial and brand initiatives, and maintaining premium retail, hospitality, and vehicle presentation standards. The position is part-time and requires schedule flexibility to support customers on nights, weekends, and/or holidays, as well as travel based on business needs.

Requirements

• At least 2 years of customer service experience.
• At least 18 years of age; must be at least 21 to operate a Rivian vehicle.
• High school diploma or GED.
• Ability to work a flexible schedule, including nights, weekends, and/or holidays, and willingness to travel as needed 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 the state commuting to and from 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. 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.
• Physical ability to sit for up to 2 or more hours at a time, stand for up to 8 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.
• 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 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.

Nice To Haves

• Prior experience in an EV, field marketing, sales, education, or hospitality environment.
• Experience using POS and CRM software.
• Working knowledge of Google Workspace and ability to learn new tools quickly.
• Additional language skills.
• Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
• An obsessive approach to elevating customer experience and commitment to over-delivering for the community.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience and exceeding their 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.
• Identify customer needs and provide individualized 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 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 maintaining visual displays.
• Uphold retail, hospitality, and vehicle presentation standards.
• Take on additional projects, duties, and assignments as required or requested by leadership.

Benefits

• Medical/Rx, dental, and vision insurance packages are available to full-time and part-time employees, their spouse or domestic partner, and children up to age 26.
• Part-time employee insurance coverage begins on the first day of the month following 90 days of employment.

What This Job Offers

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