Product Guide IV - Buffalo Grove Service Center

Rivian • Buffalo Grove, IL

9h • 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, and work to elevate the customer experience from initial engagement through vehicle delivery. The role is based at Rivian’s Buffalo Grove Service Center, at 909 Asbury Dr, Buffalo Grove, IL 60089. Site hours are Monday through Saturday, 8:00 a.m. to 6:00 p.m.

The position combines customer engagement and education with product demonstrations, vehicle deliveries, lead generation, brand initiatives, and retail operations. Product Guides maintain detailed product knowledge, use POS and CRM tools, support events and hospitality offerings, and uphold high standards for the retail space and vehicle presentation. The role requires schedule flexibility to support customers during nights, weekends, and holidays, and travel may be needed for other market launches and operations.

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. No drug- or alcohol-related driving incidents in the last three years; no more than one serious moving violation in the last three years; and no driving-related license suspension or revocation within a three-to-five-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 in 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, learn quickly, thrive in a fast-paced environment, and adapt to changing timelines.
• Physical ability to sit for up to two or more hours at a time; stand for up to eight or more hours a day; walk, bend, kneel, lie down, twist, carry, reach, stretch, push, pull, and lift up to 50 pounds.
• 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.
• Energetic, enthusiastic, and engaging customer interaction style; commitment to elevating the customer experience and over-delivering for the community.

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.
• Excellent written and verbal language skills in English; additional languages are a plus.

Responsibilities

• Welcome, engage, and educate customers, ensuring a positive and inclusive experience and exceeding their expectations.
• Identify customers’ unique needs and create individualized experiences, including demonstration drives and customer deliveries.
• Support commercial objectives and brand initiatives, including demand and lead generation, product deep-dives, gear demonstrations, trip planning, food and beverage offerings, and community events.
• Maintain strong brand and product expertise and stay current with 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.

Benefits

• Paid vacation
• Paid sick leave
• Medical, dental, vision, life, short-term disability, and long-term disability insurance for eligible employees
• Opportunity to participate in Rivian’s 401(k) Plan, subject to eligibility requirements
• Employee Stock Purchase Program, subject to eligibility requirements
• Annual performance bonus may be available

What This Job Offers

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