Manager – Customer Service Guide
Posted on 3/30/2023
Normal, IL, USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • 5+ years' experience providing outstanding customer service
  • 5+ years' experience in account management or dedicated customer relationship management/sales role preferred
  • 3+ operations experience / account management environment
  • 2+ years' as a people leader in a call center preferred
  • 2 years' experience using a CRMs and call center tools, Salesforce, Amazon Connect and Calabrio a plus
  • Bachelors Degree or equivalent time experience in role
  • Certification in Operations or Account Management a plus
  • Excellent organization skills and ability to multi-task in fast paced environment
  • Ability to create and continually support people through individual development plans
  • Excellent written and verbal language skills in English, bilingual a plus
  • Ability to use data and insights to identify system or process issues
  • Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
  • Ability to multi-task and navigate multiple, different work streams and tools
  • Willing and able to work weekends and holidays, with additional flexibility during busier times of the year
  • Manage a team of account managers supporting best in industry customer service through their EV purchase experience
  • Responsible for the coaching, professional development, performance, and engagement of their team along with the broader team as needed
  • Remove barriers or roadblocks so that your team can focus on providing the best customer experience possible and executing all operational tasks in accordance with SLA and KPIs set by the organization
  • Accountable to all KPI's (Key Performance Indicators) and Service Level Agreements across each Guide and their adherence
  • Leverage daily, weekly and monthly reports and dashboards to understand team's performance targets and action team targets against it
  • Monitor the efficiency of the Guide to Customer ratio, ensuring the quality of service is top priority
  • Effectively plan by using performance reporting and forecasting to set and adjust schedules, pivoting resource needs to meet business needs
  • Communicate trends to the leadership team with recommendations on any identified areas of opportunity
  • Organize and priorities daily and weekly work effectively for themselves and their teams
  • Be an expert on Rivian Policies and Procedures
  • Think strategically. Understand how to interpret analytics to enable performance efficiency
  • Pay close attention to sentiment and the quality of service provided; coaching for exceptional results
  • Provide solutions for escalated customers and situations as needed
  • Collaborates with senior leadership on process creation and strategy as targets and columns scale with business growth
  • Knowledgeable in all location compliance with all 14 states rules and regulations
  • Partner with cross-functional peers to develop and enhance organizational operational procedures
  • Provides collaboration and manages cross-functional stakeholder needs when sharing initiatives with customers
  • Implement scalable initiatives and best practices to ensure effective operations
  • Provide training and development to associates; develop and promote talent
  • Additional tasks and projects as assigned

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 Core Values
  • A diverse workforce
  • Embracing active allyship
  • Purpose-driven partnerships
  • Supporting our team