Product Guide III - Denver Showroom

Rivian•Denver, CO

3d•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. Product Guides are expected to elevate the customer experience and over-deliver when engaging with the community, from initial engagement through vehicle delivery. The role combines customer education and sales support with product demonstrations, vehicle deliveries, events, and daily showroom operations. It requires strong product and brand knowledge, effective use of sales and customer-management tools, and adherence to premium retail, hospitality, and vehicle presentation standards.

Requirements

At least 18 years of age; must be 21 or older to operate a Rivian vehicle.
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.
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 from which they commute 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 to 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 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-language skills.
Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
Commitment to elevating the customer experience and delighting and engaging the community.

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, meeting their needs, and exceeding their expectations.
Achieve key performance indicators, including leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience results such as NPS and survey results.
Engage with customers and identify their individual needs to create tailored 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 strong 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.
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.