Customer Service Specialist

Company: Rivian
Location: Normal
Posted on: June 6, 2021

Job Description:

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.

Role Summary

Customer Service is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. We will serve as the customer's guide through the purchasing process, from configuration to delivery and beyond.

The focus will be to help customers seamlessly purchase vehicles while allowing them to choose their own adventure through the Rivian ecosystem. In this role, you will be dedicated to supporting assigned customers for their entire journey with Rivian and beyond.

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

This is what you'll do via phone, email, chat, social media and SMS:

• You will manage all product and event inquiries, Rivian Shop Orders, Pre-Orders, Configuration, Rivian Retail Store Support, Test Drive Scheduling, and additional 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 breakdown complex ideas into something easy to understand and fun to read.
• Think strategically. Understand how to interpret analytics.
• Pay close attention to sentiment.

This is what you'll need:

• 3-5 years' experience providing outstanding customer service
• 1-year experience responding to customers through social media
• 1-year experience in a call center environment preferred but not required
• Experience using CRM, Salesforce is a plus
• Ability to multi-task while providing exceptional quality of work
• Excellent written and verbal language skills in English
• Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
• Occasionally requires nights/weekend work.
• Ability to multi-task and navigate multiple, different work streams and tools
• Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year.

Equal Opportunity

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 accessibility@rivian.com.

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Keywords: Rivian, Normal , Customer Service Specialist, Other , Normal, Illinois