Ownership Loyalty Advisor IV - Normal

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: 4

Address
:301 W. Kerrick Normal, Illinois 61761

Hours:10:00 AM – 6:30 PM Central Time Zone

Schedule:Full time position, 40 hours over 7 day week, 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 Ownership Loyalty Advisor IV, you are an integral member of our Inside Sales and Delivery organization, building relationships with our current owners and growing the Rivian community and brand. You are focused exclusively on our current owners in a Rivian lease - managing a portfolio of 150+ customers whose leases are maturing over the next six months. Your goal is to help them understand their lease turn-in options and making it easier than ever to get into their next Rivian.

You are a brand advocate and a trusted guide. You’re obsessed with providing a best-in-class customer experience, educating owners on new Rivian products, incentives, programs, and ultimately driving lease retention, repeat purchases, and referrals.

• Manage and nurture a portfolio of over +150 lease maturity customers, enhancing their ownership experience and driving brand loyalty.
• Proactively reach out at key milestones to educate customers around our lease-end process, Rivian product offerings, and current incentives.
• Achieve or exceed monthly and quarterly targets for lease renewals and brand retention.
• Clearly document customer engagements, consumer insights, and outcomes using CRM tools.
• Ensure customer experience is best-in-class: authentic, engaging, educational and aligned with Rivian’s core values and culture
• Qualify Rivian customers and identify their unique needs to create personalized and memorable experiences that drive conversion and customer satisfaction
• Build and manage a healthy sales pipeline by establishing positive, long-term relationships with customers via high touch, responsive service
• Study and solicit customer feedback to understand and solve for customer pain points and opportunities for continuous improvement
• Stay up to date on auto and EV competitive landscape and trends to keep a close pulse on what customers are considering and effectively build value in our products and overcome objections to repurchasing.
• Share success strategies, best practices and continuous feedback with teammates to cultivate a culture of learning and winning together built on trust
• Resolve customer escalations in the moment and promptly cascade outstanding issues to the appropriate teams while ensuring customer satisfaction.
• Communicate business trends and data to the leadership team with recommendations regarding areas of opportunity
• Pay close attention to customer sentiment and the quality of the service provided; coaching for exceptional performance
• Take on additional projects, duties and assignments as required and/or by request from sales leadership

• 4+ years of sales, retail, customer service or hospitality experience at a top tier, premium brand (direct to consumer, auto and or EV a plus)
• Experience in a call center environment preferred but not required
• High School Diploma required
• Proven track record in a high-velocity sales cycle, from…