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.
We operate development centers in Plymouth, Michigan; Southern California (Irvine, Carson & LA); Silicon Valley (San Jose and Palo Alto); Vancouver, British Columbia; and Surrey, England; as well as a manufacturing facility in Normal, Illinois.
Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that our customers will love. We strive to understand and predict our customers' needs, behaviors, and emotions to gather insights that inform our experiential design, communal space design, and the digital tools that we integrate throughout their interactions with our brand.
In this position, you will supervise our Customer Service Guides who are guiding assigned customers seamlessly through the transaction to delivery process, as well as their ownership journey. As the Supervisor, you will be responsible for monitoring the efficiency, quality of service and trends for the transaction to delivery and ownership experience. Your day to day responsibilities will include supporting and coaching your direct reports, handling escalations, ensuring we meet all KPIs, and deliver the best customer experience to our Rivian community. You will work partner with Finance, Insurance, Registration, Trade-In, Delivery, Charging, Service, Warranty, and Roadside Assistance.
You are responsible for the coaching, development, performance, and engagement of a team Customer Service Guides
Ensuring that all barriers are removed so that your team can focus on providing the best customer experience possible
Monitor the efficiency of the Guide to Customer ratio, ensuring the quality of service is top priority
Communicate trends to leadership team with recommendations on any identified areas of opportunity
Be an expert on Rivian Policies and Procedures
Think strategically. Understand how to interpret analytics
Pay close attention to sentiment and the quality of service provided; coaching for exceptional results
Accountable to all KPI’s (Key Performance Indicators) and Service Level Agreements.
5+ years’ experience providing outstanding customer service
3+ years’ as a people leader in a call center environment
3+ years’ experience in account management or dedicated customer relationship management/sales role preferred
2 years’ experience using a CRMs and call center tools, Salesforce, Amazon Connect and Calabrio 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 date and insights to identify system 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
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@example.com.