Ownership Loyalty Advisor

Ownership Loyalty Advisor IV

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: As an Ownership Loyalty Advisor IV, you are an integral member of our Inside Sales and Delivery organization, building relationships with our current owners and growing the Rivian community and brand. You are focused exclusively on our current owners in a Rivian lease - managing a portfolio of 150+ customers whose leases are maturing over the next six months. Your goal is to help them understand their lease turn-in options and making it easier than ever to get into their next Rivian. You are a brand advocate and a trusted guide. You're obsessed with providing a best-in-class customer experience, educating owners on new Rivian products, incentives, programs, and ultimately driving lease retention, repeat purchases, and referrals.

Responsibilities:

• Manage and nurture a portfolio of over +150 lease maturity customers, enhancing their ownership experience and driving brand loyalty.
• Proactively reach out at key milestones to educate customers around our lease-end process, Rivian product offerings, and current incentives.
• Achieve or exceed monthly and quarterly targets for lease renewals and brand retention.
• Clearly document customer engagements, consumer insights, and outcomes using CRM tools.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian's core values and culture
• Qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction
• Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service
• Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement
• Stay up to date on auto and EV competitive landscape and trends to keep a close pulse on what customers are considering and effectively build value in our products and overcome objections to repurchasing
• 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 while ensuring customer satisfaction
• Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity
• Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance

Qualifications:

• 4+ years of sales, retail, customer service or hospitality experience at a top tier, premium brand (direct to consumer, auto and or EV a plus)
• Experience in a call center environment preferred but not required
• High School Diploma required
• Proven track record in a high-velocity sales cycle, from prospecting to closing, in a commission-based environment
• Experience succeeding in a face-paced, dynamic start up environment with continuous iteration and changes
• Experience using CRM systems (Salesforce preferred)
• Strong communication and collaboration skills (written and verbal)
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
• Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) with the ability to learn new tools quickly
• Comfortable operating large, high performance vehicles and conducting demo drives with customers
• Ability to work effectively both in a team and independently
• Maintain a positive, upbeat and can-do attitude at all time
• Ability to obtain and maintain local sales licenses if applicable in your state/province
• Physical Requirements: This is an in-office position that requires daily on-site presence to support collaboration, real-time coaching, and a best-in-class customer experience
• Willingness to work in various working conditions including being in a full service retail center or 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, or calling customers or internal partners
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

Pay Disclosure: The hourly range for this role is $19.24 to $24.05 for California 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 is eligible for uncapped commission payments, according to the plan's terms and conditions. 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.