Customer Service Specialist

Description:

About Rivian:

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.

Role Summary:

Customer Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love.

In this position, you will be on the front lines providing support for our customers and educating the Rivian community on our continuously growing products and services. You will be a leader in driving our customer service philosophy of Creating Community Forever by being Human, Helpful, and Going the Extra Mile. You will have an active role in fostering our Rivian culture.

Your day-to-day responsibilities will include communicating with our customers through phone, email, chat, and SMS. We’re looking for someone who loves people and is excited to take every opportunity to overdeliver when it comes to delighting and interacting with our community.

You will be fully trained to perform your role. This training includes a 5-week onboarding plan alongside your newly hired Specialist cohort, where we will assign you an onboarding buddy, and ongoing training as needed and dictated by our evolving needs. Delivering the customer experience we want requires many people and effective teamwork. Our team will support, empower, and enable you along the way.

Responsibilities:

• You will act as a Rivian brand and product specialist, evangelizing the mission and product vision that sets us apart
• Act as the first line of support for fans, friends, and Rivian owners through their respective journeys with our brand
• You will receive ample training, but will also be required to explore and learn independently. Curiosity is a core value at Rivian
• You will manage general product support and event inquiries surrounding Vehicle Pre-Orders, Vehicle Configurations, Rivian Shop Orders, Retail Store Support, Demo Drive Scheduling, and additional support and pre-sales scope as assigned
• Support Customer Service team efforts to build meaningful engagement with the Rivian community
• We are introducing products that challenge what people believe to be possible. This requires us to break down complex ideas into something easy to understand and fun to read
• Think strategically. Understand how to interpret analytics
• Pay close attention to sentiment
• Travel may be required for training purposes