Sr. Experience Specialist Jobs

• Uphold the operational framework, best practices, and playbooks to deliver the best experience possible to our community members and team
• Diligently record community member feedback and preferences and log all info and insights in the CRM tool, always paying close attention to customer sentiment
• Support commercial business objectives and brand initiatives, including demo drives, demand generation, lead generation, product deep-dives, gear demos, trip planning, and community events
• Demonstrate a commitment to achieving all ROI targets, including lead generation, demand generation, and retention
• Embrace our customer engagement philosophy by promptly welcoming, engaging and educating customers, providing a positive and inclusive experience for everyone who visits; ensuring their needs are understood and met, and their expectations are exceeded
• Utilize your training, skills, and operational toolkit to solve customers’ product needs or questions, often working closely with the Customer Service and Guide Teams to create a seamless support conduit
• Maintain a strong knowledge of all tools, including POS (Point of Sale), CRM, and configuration resources and actively leverage these platforms to generate leads and enhance customer experience
• Tailor your approach to demo drives by uncovering customers’ needs and delivering a personalized experience
• Ensure customers have a seamless charging experience at your location, providing education and hands-on support
• Deploy Rivian’s Sales and Customer Engagement strategy at your location, generating demand and connecting with the broader community
• Have a keen sense for visual merchandising and relentlessly uphold retail and vehicle presentation standards, ensuring our locations always look and feel premium
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• Focus on building lasting relationships to increase customer retention, by sharing your passion for our product, community and culture
• In the event that a supervisor is absent, may be required to perform location opening and closing duties and ensure policy & procedure are followed
• Seamlessly move customers through the ownership funnel, with the help of the digital commerce platform and CRM tools (including accessories and branded merchandise sales)
• Share your passion for adventure and stewardship, using your local knowledge to connect community members with outdoor venues, activities, eateries and beyond. Build the bond between the community and our brand
• Assist in maintaining onsite charging equipment, cascading any issues with the appropriate sense of urgency
• Possess a high level of brand and product expertise, staying up to date on all required training and courses
• Take on additional projects, duties and assignments as required and/or by request from the retail leadership
• Perform day to day operational duties, including event production and support, BOH upkeep, food & beverage support, shipping and receiving duties, general space upkeep, cleaning duties, and building or maintaining visual displays as necessary

• 3+ years’ experience in customer service required; field marketing, sales, education, or hospitality environment preferred
• At least 21 years of age
• Ability to understand and articulate concepts in the technology and automotive space
• Willingness to work in various working conditions including being in a full service retail center or unpredictable weather conditions
• Frequent use of hands for purposes of grasping and using tools correctly, entering data, writing communications, or calling customers or internal partners
• Resilience and ability to overcome objections using active listening and critical thinking
• Ability to multi-task while providing exceptional quality of work
• Ability to build and maintain relationships, solicit cooperation, and achieve results through collaboration while managing multiple projects simultaneously in a fast-paced, high-growth environment
• Ability to obtain and maintain local sales licenses if applicable in your state
• 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).
• 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
• An obsessive approach to elevating the customer experience and commitment to taking every opportunity to over-deliver when it comes to delighting and interacting with our community
• High School Diploma or GED required
• 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
• Excellent written and verbal language skills in English, additional languages a plus
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics
• Energetic, enthusiastic, and engaging customer interaction style
• Experience using POS and CRM software preferred
• Ability to learn quickly, thrive in a fast-paced environment and adapt to changing timelines
• Strong understanding of written and spoken English
• 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

Equal Opportunity

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