Product Guide IV - South San Francisco Service Center

Rivian•South San Francisco, CA

5d•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 focuses on elevating the customer experience and delighting customers from initial engagement through vehicle delivery. The position is based at the South San Francisco Service Center and is scheduled for 40 hours per week, five days per week, in 8-hour shifts. The center is open Monday through Saturday, 8:00 a.m. to 5:00 p.m.

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 where the employee will drive or operate a vehicle, or the state to which they commute 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 in the assigned work location.
Working knowledge of Google Workspace and ability to learn new tools quickly.
Strong understanding of written and spoken English and ability to read and interpret documents such as regulations, safety rules, instructions, and schematics.
Ability to perform physical tasks including sitting, standing, walking, bending, kneeling, lying, 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, or calling customers or internal partners.
Ability to understand and articulate concepts in technology and automotive fields; overcome objections using active listening and critical thinking; multitask while maintaining quality; and adapt in a fast-paced environment with changing timelines.
Energetic, enthusiastic, engaging customer interaction style and a strong commitment to elevating customer experience.

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 while meeting their needs and exceeding expectations.
Engage with Rivian customers and identify their unique needs to 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 demos, trip planning, food and beverage offerings, and community events.
Maintain a high level of brand and product expertise by staying 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 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 as needed.
Uphold retail, hospitality, and vehicle presentation standards to ensure locations look and feel premium.
Take on additional projects, duties, and assignments as required or requested by leadership.