Owner Loyalty Advisor 4

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. 

Riv Level: 4

Address: 301 W. Kerrick Normal, Illinois 61761

Hours: 10:00 AM – 6:30 PM Central Time Zone 

Schedule: Full time position, 40 hours over 7 day week, 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 Ownership Loyalty Advisor IV, you are an integral member of our Inside Sales and Delivery organization, building relationships with our current owners and growing the Rivian community and brand. You are focused exclusively on our current owners in a Rivian lease - managing a portfolio of 150+ customers whose leases are maturing over the next six months. Your goal is to help them understand their lease turn-in options and making it easier than ever to get into their next Rivian. You are a brand advocate and a trusted guide. You’re obsessed with providing a best-in-class customer experience, educating owners on new Rivian products, incentives, programs, and ultimately driving lease retention, repeat purchases, and referrals.

• Manage and nurture a portfolio of over +150 lease maturity customers, enhancing their ownership experience and driving brand loyalty.
• Proactively reach out at key milestones to educate customers around our lease-end process, Rivian product offerings, and current incentives.
• Achieve or exceed monthly and quarterly targets for lease renewals and brand retention.
• Clearly document customer engagements, consumer insights, and outcomes using CRM tools.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• Qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction
• Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service
• Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement
• Stay up to date on auto and EV competitive landscape and trends to keep a close pulse on what customers are considering and effectively build value in our products and overcome objections to repurchasing.
• Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust
• Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams while ensuring customer satisfaction.
• Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity
• Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
• Take on additional projects, duties and assignments as required and/or by request from sales leadership 

• 4+ years of sales, retail, customer service or hospitality experience at a top tier, premium brand (direct to consumer, auto and or EV a plus)

• Experience in a call center environment preferred but not required

• High School Diploma required

• Proven track record in a high-velocity sales cycle, from prospecting to closing, in a commission-based environment

• Experience succeeding in a face-paced, dynamic start up environment with continuous iteration and changes

• Experience using CRM systems (Salesforce preferred)

• Strong communication and collaboration skills (written and verbal)

• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays

• Working knowledge of Microsoft Programs (Word, Excel, PowerPoint, Teams) with the ability to learn new tools quickly

• Comfortable operating large, high performance vehicles and conducting demo drives with customers

• Ability to work effectively both in a team and independently

• Maintain a positive, upbeat and can-do attitude at all time

• Ability to obtain and maintain local sales licenses if applicable in your state/province 

Physical Requirements

• This is an in-office position that requires daily on-site presence to support collaboration, real-time coaching, and a best-in-class customer experience
• 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, or calling customers or internal partners
• Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics

The hourly range for this role is $17.57 to $23.00 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 is eligible for uncapped commission payments, according to the plan's terms and conditions.

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). 

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 [email protected].

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.

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.