Customer Service Guide

2 weeks ago

Vancouver, British Columbia, Canada Rivian Full time

Role Summary:


Customer Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love.


As a Customer Service Guide, you will manage a book of business from reservation to the purchase process, and throughout the ownership experience.

As the Guide, you are your customer's primary point of contact, you will provide customers with the ability to enjoy planning their own adventures while taking on as much of the leg work required to navigate them through the process.

You will be fully trained to perform your role.

This training includes a 5-week onboarding plan alongside your newly hired Guide cohort, where we will assign you an onboarding buddy, and ongoing training as needed and dictated by our evolving needs.

Delivering the customer experience we want requires many people and effective teamwork. Our team will support, empower, and enable you along the way.

Responsibilities:

  • Manage a book of business of 300+ customers in various vehicle journey lifecycles across 14+ states
  • You will partner with and support a group of customers through their entire customer journey with Rivian, beginning with the vehicle selection and into the ownership phase.
  • You will be their primary facilitator for all things Rivian, directing them to the right places for action.
  • Provide exceptional quality of service during every interaction with our customers while paying close attention to sentiment.
  • Build rapport and learn how to support each owner, meeting them where they are in their EV ownership journey.
  • Manages and reports on customer escalations or exception cases up to leadership through ownership
  • Track and follow up on any tasks that need to be completed on behalf of assigned customers to provide an exceptional purchase and ownership experience within SLA
  • Adheres to team SLA and crossfunctional SLA that impact and drive business KPIs
  • Responsible for managing 25+ vehicle transactions at any one time
  • Perform daily reviews and audits of accounts for information accuracy
  • Manage and guide the cross functional partners to ensure timeout customer delivery and exceptional customer service
  • Complete operational tasks tied to a customer's account; reviewing them weekly and reaching out as necessary to complete their next milestone
  • Collaborate with our closest crossfunctional partners; Delivery Mobile Operations, Rivian Financing, Rivian, Insurance, Title & Registration, Charging, and Service partner teams.
  • Soak up all the information you can about Rivian to bring the brand to life with our community.
  • Share trends and areas of opportunity within our process to operationally improve our effectiveness and the customer experience.
  • Listen and understand the needs of each owner so that you can deliver a tailored brand experience.
  • Break down complex ideas related to product innovation and upgrades in a digestible, fun, and easy way to understand
  • Manage general product support and event inquiries surrounding Vehicle Preorders, Vehicle Configurations, Rivian Shop Orders, Retail Store Support, Demo Drive Scheduling, and additional support and presales scope as needed.
  • Participate in virtual and inperson tours as assigned.
  • Think strategically and interpret your performance analytics and track progress using reporting and dashboards.
  • Review your book of business daily to ensure customer progression across their journey is moving adequately
  • Additional tasks as assigned.

Qualifications:

  • 5+ years' experience in highvolume customer service role preferred
  • 3+ years' experience in account management or dedicated customer relationship management/sales role preferred
  • 1+ years operations experience preferred
  • 1year experience in a call center environment preferred
  • Bachelors Degree or equivalent time in role preferred
  • EV industry experience helpful
  • Experience using CRM and performance systems (ex. Salesforce, Calabrio, Tableau, Smartsheet)
  • Exceptional organizational skills; ability to track your customer's progress through their purchase process into ownership; prioritize workload with exceptional quality
  • Proven ability to multitask and navigate multiple work streams and tools
  • Excellent written and verbal language skills in English, bilingual a plus
  • Ability to learn quickly, work in a fastpaced environment and adapt to changing timelines
  • Requires nights/weekends as needed; based on team and customer needs and urgency
  • Ability to travel up to 10% of the time for training purposes and to support organizational needs

Company Statements:

Equal Opportunity:

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or ch

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