Product Guide III (Part-time) - Glen Burnie Service Center

Rivian • Glen Burnie, MD

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 lead intuitive, innovative interactions that inspire loyalty and trust, focusing on elevating the customer experience from initial engagement through vehicle delivery. The role also involves supporting sales and brand initiatives, maintaining product expertise, and helping ensure Rivian locations provide a premium experience.

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 diploma.
• Ability to work a flexible schedule, including nights, weekends, and/or holidays, and willingness to travel as business needs require.
• Valid driver's license in the state or province of residence where driving or operating a vehicle, or in the state where commuting daily to and from work.
• 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- to 5-year period. The role is subject to continuous Motor Vehicle Record monitoring.
• Must have or be eligible to obtain any applicable sales license, notary license, and/or food handling certification within the first 90 days of employment.
• 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.
• 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 delivering high-quality work, learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
• Energetic, enthusiastic, engaging customer interaction style and a strong commitment to elevating the customer experience.
• 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, correctly using tools, entering data, writing communications, and 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.
• Working knowledge of Google Workspace and ability to learn new tools quickly.
• Excellent written and verbal English skills; additional languages are a plus.

Responsibilities

• Welcome, engage, and educate customers, ensuring their needs are met and expectations are exceeded in a positive and inclusive environment.
• 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’ needs and create individualized experiences, including demonstration drives and customer deliveries.
• Support commercial objectives and brand initiatives such as 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 with 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 so 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, medical, dental, vision, short-term disability, and long-term disability insurance benefits for eligible employees
• 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

What This Job Offers

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