Product Guide IV - West Henrietta Service Center

Rivian • Town of Henrietta, NY

9d • Onsite

About The Position

As a Product Guide IV 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 role calls for an enthusiastic, customer-focused approach and a commitment to exceeding expectations from initial engagement through vehicle delivery.

The position is based at Rivian’s West Henrietta Service Center at 65 Becker Rd, West Henrietta, NY 14586. It involves customer engagement, product education, demonstration drives and deliveries, supporting commercial and brand initiatives, and maintaining a premium retail environment. The role also includes operational and event support, use of POS and CRM tools, and the ability to work a flexible schedule and travel based on business needs.

Requirements

• At least 21 years of age.
• High school diploma, GED, or other recognized high school equivalency credential.
• Ability to work a flexible schedule supporting customers on nights, weekends, and/or holidays, 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 driving or operating a vehicle, or the state of daily commute. 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 motor vehicle record 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 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 skills.
• Ability to learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
• 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 lbs.
• 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

• 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.

Responsibilities

• Welcome, engage, and educate customers, providing a positive and inclusive experience and ensuring their needs are met and expectations exceeded.
• Identify Rivian customers’ unique needs and create individualized experiences, including demonstration drives and customer deliveries.
• Support commercial business objectives and brand initiatives, including 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 and stay current on required training and courses.
• Maintain knowledge of POS and CRM tools and use these platforms 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.
• 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.

Benefits

• Annual performance bonus may be available to eligible candidates.
• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance for eligible employees.
• 401(k) Plan participation may be available subject to eligibility requirements.
• Employee Stock Purchase Program participation may be available subject to eligibility requirements.

What This Job Offers

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