About Rivian Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract. As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations. Role Summary RIV Level: 3 Address: 9601 Granger Rd, Cleveland, OH 44125 As a Product Guide III at Rivian, you are the face of the brand, cultivating strong connections with our community through memorable and engaging experiences. In this customer-oriented role, you will lead the delivery of intuitive, innovative interactions that inspire loyalty and trust. We're searching for enthusiastic individuals with an obsessive approach to elevating the customer experience. You'll be committed to taking every opportunity to over-deliver when it comes to delighting and interacting with our community - from initial engagement to vehicle delivery. Responsibilities Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met, and their expectations are exceeded. Responsible for achieving key performance indicators such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results). Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries. Demonstrate a commitment to achieving commercial business objectives and supporting brand initiatives, including demand generation, lead generation, product deep-dives, gear demos, trip planning, food and beverage offerings, and community events. Possess a high level of brand and product expertise, staying up to date on all required training and courses. Maintain a strong knowledge of all tools, including POS (Point of Sale) and CRM (Customer Relationship Management) and actively leverage these platforms to generate leads and enhance customer experience. Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary. Relentlessly uphold retail, hospitality, and vehicle presentation standards, ensuring our locations always look and feel premium. Take on additional projects, duties and assignments as required and/or by request from leadership. Qualifications 2+ years’ experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred. At least 18 years of age. Must be 21+ years of age to operate any Rivian vehicle. High School Diploma, GED, or other recognized high school equivalency credential required. 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. Experience using POS and CRM software preferred. Working knowledge of Google Workspace with the ability to learn new tools quickly. 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. 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 state/province of your assigned work location. Competencies 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. Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics. Physical Requirements Energetic, enthusiastic, and engaging customer interaction style. 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. 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. Pay Disclosure The hourly range for this role is $20.34 to $22.60 for Ohio based applicants. This is the lowest to highest hourly rate we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the hourly range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs. The successful candidate may be eligible for annual performance bonus. We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Program if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com. You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). There is no fixed deadline for this application; applications are accepted on an ongoing basis until the role is filled or the opening is no longer needed. Equal Opportunity Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.
Product Guide III (part-time) - Cleveland Service Center
This is a part-time Product Guide III role at Rivian, focused on customer engagement, education, and experience at a service center. The role involves leading customer interactions, achieving key performance indicators related to leads and customer satisfaction, and maintaining brand and product expertise. Responsibilities include operational duties, upholding retail standards, and leveraging POS/CRM systems. A valid driver's license and experience in customer service, automotive, or hospitality are preferred.
What you'd actually do
- Welcome, engage, and educate customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are met, and their expectations are exceeded.
- Responsible for achieving key performance indicators such as leads captured, lead capture rate, lead-to-drive rate, sales orders influenced, and customer experience (NPS & survey results).
- Engage with Rivian customers and identify the unique needs to create an individualized experience including demonstration drives and customer deliveries.
- Demonstrate a commitment to achieving commercial business objectives and supporting brand initiatives, including demand generation, lead generation, product deep-dives, gear demos, trip planning, food and beverage offerings, and community events.
- Possess a high level of brand and product expertise, staying up to date on all required training and courses.
Skills
Required
- High School Diploma, GED, or other recognized high school equivalency credential required.
- 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.
- Strong understanding of written and spoken English.
- Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics.
Nice to have
- 2+ years’ experience in customer service, automotive, clean energy solutions, field marketing, sales, education, or hospitality environment preferred.
- Experience using POS and CRM software preferred.
- Working knowledge of Google Workspace with the ability to learn new tools quickly.
- 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 state/province of your assigned work location.
- Excellent written and verbal language skills in English, additional languages a plus.
What the JD emphasized
- customer experience
- customer experience
- customer experience