Product Guide III (Part-time) - San Jose Spaces

As a Product Guide III at Rivian, you will be the brand's face, building strong community connections through engaging experiences. This customer-oriented role involves delivering intuitive, innovative interactions to inspire loyalty and trust. You will be responsible for achieving key performance indicators, conducting demonstration drives and customer deliveries, and supporting brand initiatives. The role requires a high level of product expertise and commitment to elevating the customer experience.

Must Have

• Welcome, engage, and educate customers, ensuring needs are met.
• Achieve key performance indicators for leads, drives, sales, and customer experience.
• Create individualized experiences, including demonstration drives and deliveries.
• Support commercial objectives and brand initiatives like demand generation.
• Possess high brand and product expertise, staying updated on training.
• Leverage POS and CRM platforms for lead generation and customer experience.
• Perform operational duties: event support, BOH upkeep, cleaning, visual displays.
• Uphold retail, hospitality, and vehicle presentation standards.
• Minimum 2 years experience in customer service, sales, or hospitality.
• High School Diploma or GED required.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Valid driver’s license with a clean driving record.
• Eligible to obtain sales, notary, or food handling certifications.
• Strong understanding of written and spoken English.

Good to Have

• Experience using POS and CRM software.
• Working knowledge of Google Workspace.
• Energetic, enthusiastic, and engaging customer interaction style.
• Ability to articulate technology and automotive concepts.
• Resilience and critical thinking to overcome objections.
• Ability to multi-task while maintaining quality work.
• Excellent English language skills; additional languages are a plus.
• Quick learner, adaptable to fast-paced, changing environments.
• Obsessive commitment to elevating customer experience.

Perks & Benefits

• Sales commission per plan terms and conditions.
• Robust medical/Rx insurance.
• Dental insurance.
• Vision insurance.

Job Description

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: RIV 3

Address: 300 Santana Row #105, San Jose, CA 95128

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 or GED 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.

Physical Requirements

• 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.

Competencies

• 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

Hourly Rate for Bay Area Based Applicants: $24.50 - $27.40 per hour plus sales commission per plan terms and conditions (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment. Part-Time employee coverage is effective the first of the month following 90 days of employment.