Inside Product Guide - Normal

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.

Summary RIV-Level: 3 Address: 601 Kerrick Ave, Normal, IL Hours: 10:00 AM – 6:30 PM Central Time Zone Schedule: Full time position, 40 hours a week spanning Monday through Sunday, 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 Inside Product Guide, you'll typically focus on one part of the Rivian customer journey — whether that's taking inbound calls on our company line, supporting customers over chat, helping customers complete their delivery tasks, or working new sales opportunities — while being trained across the full journey so you can step in and help wherever you're needed. As you ramp, you'll build full working knowledge of the customer journey end to end, becoming a true swiss-army-knife who can support a customer through any part of their journey with confidence, accuracy, and care. You bring natural charisma and a persuasive instinct to every conversation, whether you're closing a sale, resolving a delivery snag, or answering a quick question.

Maintain a best-in-class customer response time and “first time resolution” mindset. Provide ongoing feedback around customer questions and trends relating to our Rivian Sales and Purchase process. Maintain a strong customer-first mindset while flexibly supporting customers across every stage of their journey — from first inquiry through delivery and beyond. Take inbound calls on Rivian's company line, providing prompt, accurate, and friendly support across a wide range of customer needs. Support customers via chat, email, and other channels as needed, matching Rivian's tone and standard of service across every touchpoint. Assist customers with completing delivery tasks — financing, insurance, registration, trade-in, and scheduling — helping them stay on track and feel prepared for delivery. Make outbound calls on new sales opportunities, qualifying leads and answering product and purchase questions to move prospects forward. Deliver persuasive product presentations, address objections, and highlight Rivian's value proposition to support sales conversion when working sales opportunities. Build and maintain deep, cross-functional knowledge of the full customer journey — sales, finance, registration, trade-in, and delivery — so you can step into whichever area needs support on a given day. Partner with Finance, Registration, Trade-In, Delivery, and Service teams to resolve customer blockers no matter which part of the journey you're supporting. Monitor customer sentiment and respond quickly to concerns with clear, solution-oriented communication; escalate and follow through when issues need additional support. Use Salesforce and other internal systems to accurately document customer interactions, regardless of which queue or task you're working. Maintain expert-level product knowledge so you can confidently answer questions and guide customers whether the conversation is about a new purchase or an existing order. Consistently meet or exceed individual and team KPIs across whichever function you're supporting — sales conversion, service quality, throughput, and customer satisfaction. Apply structured problem-solving to identify inefficiencies and share feedback on customer trends across the different parts of the journey you touch. Uphold Rivian's standard of professionalism, clarity, and