Customer Experience Specialist

4 weeks ago

Gaithersburg Maryland, United States Rivian Full time

About Rivian:

Rivian is a pioneering electric vehicle manufacturer dedicated to creating sustainable and adventurous experiences for its customers. Our mission is to empower individuals to explore the world while minimizing our impact on the environment.

Role Summary:

This is a proactive job posting, allowing us to build a pipeline of qualified candidates who we can consider for future openings. You will be contacted if a position matching your qualifications becomes available.

Key Responsibilities:

  • Engage with Rivian customers to understand their unique needs and preferences, providing personalized experiences through demonstration drives and customer deliveries.
  • Support new and existing customers as a Rivian product expert, ensuring they have a seamless and enjoyable experience with our vehicles.
  • Execute local registration documents with customers during delivery, ensuring all necessary paperwork is completed accurately and efficiently.
  • Be resourceful and proactive in seeking customer-centric solutions to problems, utilizing your creativity and flexibility to resolve issues effectively.
  • Work closely with internal cross-functional partners to ensure vehicle standards and operational processes meet Rivian's excellence standards.
  • Complete additional work and tasks as requested by the leadership team, demonstrating your ability to adapt to changing priorities and responsibilities.

Qualifications:

  • 2+ years' experience in customer service, with previous experience in the electric vehicle industry being a plus.
  • Must be 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, as well as willingness to travel based on business needs to support other market launches and operations.
  • Working knowledge of computers and software, including Microsoft Programs (Word, Excel, PowerPoint), with the ability to effectively navigate internal business platforms.
  • Commercial driving experience preferred, but a Commercial Driver's License (CDL) is not required.
  • Ability to complete driver training/car-hauling training and a road test within the first 30 days of employment, which may include winching (training provided).
  • 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).
  • Must pass Department of Transportation (DOT) Physical and Drug Test.
  • 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/province.
  • Must have or be eligible to obtain a notary license (within the first 90 days of employment) in the state/province of your assigned work location.

Competencies:

  • Customer-focused mindset.
  • Adaptable to a fast-paced and constantly changing environment.
  • Ability to multitask and prioritize tasks based on level of importance and urgency.
  • Team-player with strong communication skills.
  • Ability to work autonomously and consistently with limited direction.
  • Empowered self-starter who can process and execute on complex information potentially in high-stress environments.

Physical Requirements:

  • 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 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.

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