Job description

About Rivian 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 RIV-Level: 3 Address: 601 Kerrick Ave, Normal, IL Hours: 10:00 AM – 6:30 PM Central Time Zone Schedule: Full time position, 40 hours a week spanning Monday through Sunday, 8 hours per shift. Days and times of schedule may adjust based on business needs. 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. You can apply for this role through careers.rivian.com (or through internal-careers-rivian.icims.com if you are a current employee). This job is not expected to be closed any sooner than 10-22-26. 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 characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law. Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com. Candidate Data Privacy and Technology Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. How We Use AI in Our Hiring Process: To ensure transparency, we want candidates to know that Rivian uses iCIMS Talent Cloud Artificial Intelligence (TCAI) and AI-enabled tools to assist with screening, reviewing, organizing and highlighting profiles and applications that match the key requirements for each role. AI does not make hiring decisions: Qualified candidate applications are reviewed by a member of our team, and all decisions throughout the process are made by humans. We use AI to support efficiency and consistency, not to replace human judgment. We are committed to a fair, thoughtful, and equitable experience for every candidate. Participation in AI profile matching is entirely voluntary. If you prefer that your profile not be used in this process, you can opt out at any time. Opting out means your profile will be excluded from automated matching and will not be surfaced for additional roles through this system. Your current application remains active and will not be affected in any way. Please note that we are currently not accepting applications from third party application services.

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401(K)