Product Guide III - Charlotte Service Center

Rivian•Charlotte, NC

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. This customer-oriented role leads intuitive, innovative interactions that inspire loyalty and trust. The successful candidate is enthusiastic and focused on elevating the customer experience, consistently seeking opportunities to delight customers from initial engagement through vehicle delivery. The role combines customer engagement and education with product demonstrations, delivery experiences, sales-support activities, and operational responsibilities. Product Guides uphold Rivian’s retail, hospitality, and vehicle presentation standards, use POS and CRM tools to generate leads and enhance customer interactions, and support events and other brand initiatives. The position is based at the Charlotte Service Center.

Requirements

At least 21 years of age.
High school diploma, GED, or another 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.
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 suspensions or revocations 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 understand and articulate concepts in technology and automotive fields.
Ability to overcome objections using active listening and critical thinking.
Ability to multitask while maintaining exceptional work quality.
Excellent written and verbal English-language skills.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Physical ability to perform occupational tasks, including 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, and calling customers or internal partners.
Ability to see, read, and interpret documents such as regulations, safety rules, operating and maintenance instructions, or schematics.

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 the ability to learn new tools quickly.
Additional language skills.

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.
Engage with customers to identify their needs and create individualized experiences, including demonstration drives and customer deliveries.
Support commercial objectives and brand initiatives, including demand generation, 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 day-to-day operational duties, including event production and support, back-of-house upkeep, food and beverage support, general space upkeep, cleaning, and creating 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.