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Customer Engagement Sales Operations Specialist
Posted on 9/12/2022
Irvine, CA, USA
Experience Level
Desired Skills
  • 3-5 years' experience in customer experience and partner support experience
  • Must be able to foster strong partnerships with cross-functional internal partners; Insurance, Finance, Title & Registration, Payments, etc
  • Deep understanding of a consumer's vehicle purchase process
  • Ability to pivot quickly to complete tasks as necessary
  • Capacity to manage multiple deadlines or competing escalations in a effective manner
  • Ability to effectively communicate analyzed information to support and partner teams
  • Experience with systems similar to Salesforce Service Cloud, Tableau, AWS (AmazonConnect), SmartSheet)
  • Excellent time management and thrives in fast-paced environments
  • Must have clear and concise written and verbal communication skills
  • May be required to work on multiple initiatives at once while managing shifting priorities
  • Must be a team player
  • Excellent organizational skills and attention to detail
  • Occasionally requires nights/weekend work
  • Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year
  • Willing and able to travel up to 10%
  • Operates as sales liaison between Guide team and cross-functional transaction partners to help resolve potential blockers, troubleshoot issues and manage milestones to ensure timely vehicle delivery of customers
  • Monitoring and analyzing customer readiness to purchase
  • Escalate VINS or Customer orders that fall outside of our purchase and delivery SLA
  • Knows who to go to for assistance or resolution during any step of the purchase process and acts a primary contact for our partner teams
  • Payment operations: deposit checks, provide third-party lending support, reconcile payment of third-party payments, title applications for Rivian Financing Services/Chase, confirm payment received 24 hours in advance of out-of-state deliveries, resolve errors when the payment fails or is not matched to the right order
  • Sales operations: issue payment refunds and perform payment status follow-ups, register business vehicles when they'll be used by individuals, send ad-hoc invites to Rivian Shop, perform proof of insurance verification, (re)send Purchasing Buyers Agreement when necessary, due bill approvals if/as necessary
  • Spearhead the customer engagement team's soft-lead intake process and work closely with Guides to ensure that leads are followed up on
  • Liaise with and support the Revenue Accounting team: Ensure payments successfully go through and are matched with the right order

10,001+ employees

Electric vehicles manufacturer
Company Overview
Rivian is on a mission to keep the world adventurous forever. The company believes there is a more responsible way to explore the world and is determined to make the transition to sustainable transportation an exciting one. Rivian designed their emissions-free Electric Adventure Vehicles to challenge what's possible.
  • Ownership for All: We offer every employee the opportunity to own Rivian stock through equity programs, supporting their financial wellness.
  • Mental and Emotional Wellness: We provide employees and their families access to mental wellness platforms and our Employees Assistance Program
  • Fertility and Family Planning: We support diverse family-building journeys, providing employees with benefits such as paid parental leave and financial support for adoption, fertility treatments or surrogacy.
  • Competitive Compensation: We offer competitive compensation packages driven by mutual investment in our long-term growth and success.
  • Career Development: We enable all employees to own their development. Continuous learning opportunities and tuition reimbursement help drive performance, boost engagement and develop future leaders.
  • Transgender Benefits: In alignment with WPATH guidelines, our 2022 plans provide coverage toward medical, pharmacy and cosmetic needs.
Company Values
  • A diverse workforce
  • Embracing active allyship
  • Purpose-driven partnerships
  • Supporting our team