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Customer Experience Specialist

2 months ago

Chicago Illinois, United States Rivian Full time
About Rivian

Rivian is a pioneering company dedicated to revolutionizing the automotive industry with its innovative electric vehicles. Our mission is to empower people to explore the world in a sustainable and adventurous way.

Job Summary

We are seeking a highly motivated and customer-focused Sales Ambassador to join our team. As a Sales Ambassador, you will be the face of Rivian, responsible for creating exceptional customer experiences and driving sales growth. You will be part of a dynamic team that is passionate about delivering outstanding results and exceeding customer expectations.

Key Responsibilities
  • Deploy Rivian's sales strategy at your location, generating demand and connecting with the broader community.
  • Act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart.
  • Provide support for prospective customers, fans, friends, and Rivian owners through their respective journeys with our brand and products.
  • Manage lead engagement, qualification, capture, and scoring to shepherd prospective customers through a sales pipeline.
  • Manage general product support and event inquiries surrounding Vehicle Pre-Orders, Vehicle Configurations, Rivian Shop Orders, Retail Store Support, Demo Drive Scheduling, and additional support and pre-sales and ownership scope as assigned.
  • Support a variety of retail activations and experiential events to generate demand and connect with the broader Rivian community.
  • Engage and 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.
  • Maintain accurate and up-to-date customer records in the CRM system.
  • Accountable to KPIs that involve number of customer contacts handled, SLA responses, lead captures, demo drives scheduled, and any other goals that ensure the collective success of Rivian.
  • Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian's core values and culture.
  • Perform day-to-day operational duties, back of house upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, building or maintaining visual displays as necessary, and events as necessary.
  • Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team.
  • Take on additional projects, duties and assignments as required and/or by request from the field leadership.
Qualifications
  • Preferred 4 years of experience in customer service required; field marketing, sales, education, or hospitality environment preferred.
  • At least 21 years of age.
  • 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 (ex. Salesforce).
  • Must have a valid driver's license in the state of residence that you will be driving/operating a vehicle (or state that you are commuting daily to/from) and possess an exceptional driving record; If driver's license isn't in the appropriate state, you must be eligible to obtain one within the first 60 days of employment.
  • 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.
  • Comfortable operating large, high performance vehicles and conducting demo drives with customers.