Lead Experience Specialist
Brooklyn
Posted on 3/5/2023
INACTIVE
Rivian

10,001+ employees

Electric vehicle manufacturer focused on sustainability
Company Overview
Rivian fosters a culture of courage, optimism, and grit, attracting a diverse team of adventurous individuals committed to making a positive global impact. The company's competitive advantage lies in its meticulous attention to vehicle capability, considering factors like tires, drive modes, and HVAC settings to optimize performance. As a leader in the automotive industry, Rivian's dedication to environmental sustainability and technical precision sets it apart from competitors.
Automotive & Transportation
Hardware

Company Stage

N/A

Total Funding

$25.3B

Founded

2009

Headquarters

Irvine, California

Growth & Insights
Headcount

6 month growth

12%

1 year growth

12%

2 year growth

22%
Locations
New York, NY, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
Lead Generation
Marketing
Customer Service
Requirements
  • 4+ years' 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 software preferred
  • 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
  • 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
Responsibilities
  • Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian's core values and culture
  • Deploy Rivian's Sales and Customer Engagement strategy at your location, generating demand and connecting with the broader community
  • Support commercial business objectives and brand initiatives, including demo drives, demand generation, lead generation, product deep-dives, gear demos, trip planning, and community events
  • 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
  • Possess a high level of brand and product expertise, staying up to date on all required training and courses
  • Demonstrate a commitment to achieving all ROI targets, including lead generation, demand generation, and retention
  • Tailor your approach to demo drives by uncovering customers' needs and delivering a personalized experience
  • 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
  • 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
  • Seamlessly move customers through the ownership funnel, with the help of the digital commerce platform and CRM tools (including accessories and branded merchandise sales)
  • Focus on building lasting relationships to increase customer retention, by sharing your passion for our product, community and culture
  • 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
  • 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
  • Have a keen sense for visual merchandising and relentlessly uphold retail and vehicle presentation standards, ensuring our locations always look and feel premium
  • Perform keyholder location opening and closing duties and ensure policy & procedure are followed; duties include completing operational checklists, leading team huddles, and writing daily business recaps
  • Supervise and motivate team members by providing clear direction and feedback
  • Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams
  • Communicate trends to the leadership team with recommendations regarding areas of opportunity
  • Use data to inform strategy and operations
  • Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
  • Drive for results across all KPIs (Key Performance Indicators)
  • Take on additional projects, duties and assignments as required and/or by request from the retail leadership