Rivian is looking to grow its community and increase brand loyalty by building relationships with prospective customers and ensuring a personalized customer journey.
Requirements
- Experience using CRM systems (Salesforce preferred).
- Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) and Google Workspace, with the ability to learn new tools quickly.
- Comfortable operating large, high performance vehicles and conducting demo drives with customers.
- Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
- Ability to understand and articulate concepts in the technology and automotive space.
- Resilience and ability to overcome objections using active listening and critical thinking.
- Ability to multi-task while providing exceptional quality of work.
Responsibilities
- Provide static and dynamic product demonstrations, asking open-ended questions to understand customers’ needs and recommend suitable products and services.
- Maintain and share your in-depth knowledge of our products and services, features and benefits, and community stories to effectively guide customers in their decision-making process when considering Rivian.
- Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement.
- Stay up to date on the automotive and EV competitive landscape and trends to keep a close pulse on what customers are considering, effectively build value in our products, and overcome objections.
- Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust.
- Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams.
- Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity.
Other
- Consistently achieve or exceed monthly and quarterly targets and other key performance indicators such as demo drive volume, pipeline management, conversion support, customer satisfaction, and NPS.
- Ensure customer experience at your location(s) is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture.
- Proactively engage, qualify, and support leads, following up across various stages of the customer journey to increase satisfaction, repeat business and referrals.
- Build and manage a healthy customer pipeline by establishing positive, long-term relationships via high touch, responsive service.
- Host and support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community.
- Preferred 4+ years experience in Sales, Retail, Hospitality or similar fields highly preferred (top tier, premium brands, direct to consumer models, commission-based environments and/or automotive experience a plus).
- At least 21 years of age.
- High School Diploma or GED required.
- Proven track record in a high-velocity customer engagement cycle, from prospecting to closing, in a commission-based environment.
- Experience succeeding in a high-paced, dynamic start up environment with continuous iteration and changes.
- Ability to work a flexible schedule to support customers on nights, weekends and/or holidays.
- Ability and willingness to travel as needed to support events, new market launches, etc.
- Must have a valid driver’s license in the state/province of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from).
- No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period; Will be subject to continuous Motor Vehicle Record (MVR) monitoring.
- Ability to obtain and maintain local sales licenses if applicable in your state/province.
- Energetic, enthusiastic, and engaging customer interaction style.
- Ability to work effectively both in a team and independently.
- Excellent written and verbal language skills in English, additional languages a plus.
- Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines.
- An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community.
- Willingness to work in various working conditions including being in a full service retail location or service center, including working outdoors and operating vehicles in unpredictable weather conditions.
- Physical exertion may be required to perform occupational tasks (sitting up to 2 or more hours at a time, standing for up to 8 or more hours a day, walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs).
- Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners.
- Strong understanding of written and spoken English.
