Product Guide IV - Roswell Service Center

Rivian•Roswell, GA

6h•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. You will focus on elevating the customer experience and over-delivering in interactions from initial engagement through vehicle delivery. The role involves welcoming and educating customers, tailoring experiences to individual needs, supporting brand and commercial initiatives, and maintaining high standards across the service center. Product Guides also use POS and CRM platforms, support daily operations and events, and may take on additional assignments from leadership.

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.
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 driving or operating a vehicle, or the state where commuting daily to and from work.
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 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 delivering high-quality work.
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 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+ 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 customers’ unique 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 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 creating or maintaining visual displays.
Uphold retail, hospitality, and vehicle presentation standards to keep locations looking and feeling premium.
Take on additional projects, duties, and assignments as required or requested by leadership.