Product Guide IV - Salt Lake City Service Center

Rivian•Salt Lake City, UT

12h•Onsite

About The Position

As a Product Guide IV at Rivian, you are the face of the brand, building connections with the community through memorable, engaging experiences. You will lead intuitive and innovative customer interactions that inspire loyalty and trust, and work to exceed expectations from initial engagement through vehicle delivery. The role is based at Rivian’s Salt Lake City Service Center. The position combines customer engagement and education with product demonstrations, sales and lead generation, event support, and day-to-day location operations. Product Guides are expected to maintain strong brand and product knowledge, use POS and CRM tools, and uphold premium retail, hospitality, and vehicle presentation standards. The role may require a flexible schedule, travel to support other market launches and operations, and physical activity including standing, walking, and lifting.

Requirements

At least 21 years of age.
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.
Valid driver’s license in the state or province of residence or the state from which the employee commutes daily; driving-record requirements include 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. Continuous MVR monitoring applies.
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.
Working knowledge of Google Workspace and ability to learn new tools quickly.
Strong understanding of written and spoken English; ability to read and interpret documents such as regulations, safety rules, operating and maintenance instructions, and schematics.
Ability to perform physical tasks that may include sitting, standing, walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs.
Frequent use of hands for grasping and using tools, entering data, writing communications, and calling customers or internal partners.
Ability to understand and explain concepts in technology and automotive subjects, listen actively, think critically, overcome objections, multitask, adapt to changing timelines, and provide high-quality customer service.

Nice To Haves

4 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 beyond English.

Responsibilities

Welcome, engage, and educate customers, ensuring a positive and inclusive experience and exceeding their expectations.
Identify customers’ individual needs and create tailored 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 current brand and product expertise by completing 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.
Uphold 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.