Inside Product Guide - Normal

Inside Product Guide

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.

We're seeking individuals with availability to be scheduled on weekends and some holidays. As an Inside Product Guide, you'll typically focus on one part of the Rivian customer journey whether that's taking inbound calls on our company line, supporting customers over chat, helping customers complete their delivery tasks, or working new sales opportunities while being trained across the full journey so you can step in and help wherever you're needed. As you ramp, you'll build full working knowledge of the customer journey end to end, becoming a true swiss-army-knife who can support a customer through any part of their journey with confidence, accuracy, and care.

You bring natural charisma and a persuasive instinct to every conversation, whether you're closing a sale, resolving a delivery snag, or answering a quick question.

Responsibilities

Maintain a best-in-class customer response time and "first time resolution" mindset.

Provide ongoing feedback around customer questions and trends relating to our Rivian Sales and Purchase process.

Maintain a strong customer-first mindset while flexibly supporting customers across every stage of their journey from first inquiry through delivery and beyond.

Take inbound calls on Rivian's company line, providing prompt, accurate, and friendly support across a wide range of customer needs.

Support customers via chat, email, and other channels as needed, matching Rivian's tone and standard of service across every touchpoint.

Assist customers with completing delivery tasks financing, insurance, registration, trade-in, and scheduling helping them stay on track and feel prepared for delivery.

Make outbound calls on new sales opportunities, qualifying leads and answering product and purchase questions to move prospects forward.

Deliver persuasive product presentations, address objections, and highlight Rivian's value proposition to support sales conversion when working sales opportunities.

Build and maintain deep, cross-functional knowledge of the full customer journey sales, finance, registration, trade-in, and delivery so you can step into whichever area needs support on a given day.

Partner with Finance, Registration, Trade-In, Delivery, and Service teams to resolve customer blockers no matter which part of the journey you're supporting.

Monitor customer sentiment and respond quickly to concerns with clear, solution-oriented communication; escalate and follow through when issues need additional support.

Use Salesforce and other internal systems to accurately document customer interactions, regardless of which queue or task you're working.

Maintain expert-level product knowledge so you can confidently answer questions and guide customers whether the conversation is about a new purchase or an existing order.

Consistently meet or exceed individual and team KPIs across whichever function you're supporting sales conversion, service quality, throughput, and customer satisfaction.

Apply structured problem-solving to identify inefficiencies and share feedback on customer trends across the different parts of the journey you touch.

Uphold Rivian's standard of professionalism, clarity, and accountability in every interaction, regardless of channel or task.

Qualifications

High School Diploma required.

Naturally engaging communicator with the charisma and confidence to build rapport quickly, whether selling, troubleshooting, or answering questions.

1+ year of experience in a sales, customer experience, or account management role with a premium or high-growth brand; call center, inside sales, or automotive/EV experience a plus.

Demonstrated versatility comfortable moving between sales conversations, customer support, and operational tasks without missing a beat.

Strong critical thinking, communication, and problem-solving skills; comfortable managing real-time customer interactions and escalations across channels.

Proficiency in Salesforce (or similar CRM) and comfort navigating multiple digital tools and systems simultaneously.

Highly organized with the ability to prioritize, multitask, and maintain accuracy under pressure across shifting tasks and queues.

Ability to work a flexible schedule, including nights, weekends, and holidays.

Quick learner who thrives in a fast-paced, dynamic environment and adapts easily to changing priorities and assignments.

Self-motivated, results-oriented, and able to work effectively both independently and as part of a high-performing team.

Positive, energetic, and driven, with a can-do attitude at all times.

Eligible for or able to obtain local sales and notary licenses if required.

Excellent written and verbal English; Spanish or French a plus

Physical Requirements

This is a fully onsite position requiring daily on-site presence to support real-time collaboration, coaching, and a best-in-class customer experience. Willingness to work in varied environments, including a full-service retail or delivery/customer center, and in unpredictable weather conditions. Physical exertion may be required to perform occupational tasks (sitting up to 2+ hours at a time; standing for up to 8+ hours a day; walking, bending, kneeling, laying, twisting, carrying, reaching, stretching, pushing, pulling, and lifting up to 50 lbs). Frequent use of hands for grasping and using tools correctly, entering data, writing, or calling customers or internal partners.

Pay Disclosure

The hourly range for this role is $21.39 to $23.75 for Illinois 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.