Inside Product Guide - Normal

About Us

Rivianis 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.

RIV-Level: 3

Address: 601 Kerrick Ave, Normal, IL

Hours: 10:00 AM – 6:30 PM EST

Schedule: Full time position, 40 hours a week spanning Monday through Sunday, days and times of schedule may adjust based on business needs. We'reseeking individuals with availability to be scheduled on weekends and some holidays.

As an Inside Sales Guide, you are an integral member of our Inside Sales organization, building relationships with prospective customers and growing the Rivian community and brand. You will be on the frontline providing Tier 1 sales support to Rivian’s sales inbound channels. You will be product and purchase process subject matter expert who’s goal is to deliver a world-class introduction to the Rivian sales process.

You are passionate not only for our brand and our mission but are eager to elevate the sales customer experience by delivering a best-in-class support system to our upper funnel leads. You’re able to quickly access each customer’s needs, qualify leads, and ensure all inbound is routed to the Tier 2 support teams as needed. You’re a self-driven and results-oriented individual who is passionate about providing memorable customer experiences that drive brand loyalty, customer satisfaction, and sales conversion

• Maintain a strong customer-first mindset while confidently guiding customers through the entire journey—from purchase to delivery to ensure every customer feels supported, informed, and inspired throughout their Rivian experience.
• Manage all sales inbound through our Rivian Sales Phone, Email, and Chat communication methods.
• Qualify leads and understand what each customer’s needs are.
• Provide prompt and well-rounded sales support to each customer who inbounds.
• Route leads to Sales Advisors or Purchase & Delivery partner teams for Tier 2 level support.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• Support with Demo Drive Bookings and educate customers around our growing network of Rivian Spaces within their local region.
• Maintain and share your in-depth knowledge of our products and services, features and benefits, and community stories to effectively guide customers in their decision-making process when considering Rivian.
• 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.

• 4 years’ experience providing outstanding customer service or sales support;
  Experience in a call center environment preferred but not required
• High School Diploma required
• Fluent in written and spoken English (Spanish and French is a plus)
• Experience using CRM (Ex. Sales Force preferred)
• Strong communication and collaboration skills (written and verbal)
• Ability to work a flexible schedule to support customers on nights, weekends and/or holidays
• Ability to learn quickly, work in a fast paced environment and adapt to changing timelines.
• Ability to work effectively both in a team and independently.
• Maintain a positive, upbeat and can-do attitude at all time.

The hourly range for this role is $21.39 to $23.75 for Illinois
based applicants. This is the lowest to highest hourly rate we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the hourly range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may…