Product Guide IV - Louisville Service Center

Rivian • Louisville, CO

3d • 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 lead intuitive, innovative interactions that inspire loyalty and trust, with a focus on elevating the customer experience and exceeding expectations from initial engagement through vehicle delivery. The position is based at Rivian's Louisville Service Center, 769 Ctc Blvd, Louisville, CO 80027.

Requirements

• At least 21 years of age.
• 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.
• Valid driver’s license in the state or province of residence where the employee will drive or operate a vehicle, or in the state where they commute daily.
• No drug- or alcohol-related driving incidents in the last 3 years; no more than one 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 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 contexts.
• 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.

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.
• Identify customers’ unique needs and provide 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 by completing 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

• Paid vacation.
• Paid sick leave.
• Life, medical, dental, vision, short-term disability, and long-term disability insurance for eligible employees.
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements.
• Opportunity to participate in Rivian’s Employee Stock Purchase Program, subject to eligibility requirements.
• May be eligible for an annual performance bonus.

What This Job Offers

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