Product Guide IV - Charlotte Service Center

Rivian•Charlotte, NC

1d•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 from initial engagement through vehicle delivery. The position supports customer engagement, product education, sales and brand initiatives, demonstrations, deliveries, and community events, as well as day-to-day service center operations and presentation standards.

Requirements

At least 21 years of age.
High school diploma, GED, or other recognized high school equivalency credential.
Valid driver’s license in the state or province of residence where the employee will operate a vehicle, or in the state from which the employee commutes daily.
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 read and interpret documents such as regulations, safety rules, operating and maintenance instructions, or schematics.
Energetic, enthusiastic, and engaging customer interaction style.
Ability to understand and explain concepts in technology and automotive fields.
Resilience and ability to address objections using active listening and critical thinking.
Ability to multitask while maintaining exceptional work quality.
Ability to learn quickly, work in a fast-paced environment, and adapt to changing timelines.
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.
Ability to meet the physical requirements of the role, including standing for up to 8 or more hours a day; sitting for up to 2 or more hours at a time; walking, bending, kneeling, lying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs.
Frequent use of hands for grasping and using tools, entering data, writing communications, or calling customers and internal partners.

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, creating a positive and inclusive experience and exceeding their expectations.
Identify customers’ unique needs and provide 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 current brand and product expertise by completing 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 building or maintaining visual displays.
Maintain 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.