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. Role Summary Customer Service is at the forefront of how we create intuitive, innovative, and memorable moments that our customers will love. This role requires a high level of energy, initiative, and deep understanding of a B2B Fleet customer's journey. As a B2B Fleet Guide, you will work with both large and small fleet customers from moment of order to moment of delivery. This position has a direct impact on experience as fleet owners prepare to take ownership of their new vehicles. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, tackling all challenges with a positive mind-set and in a timely manner. We’re looking for someone who is excited to take every opportunity to over deliver when it comes to delighting and interacting with our B2B Fleet customers. Day-to-day responsibilities will include tracking and supporting the progression of your customers through transactions to prepare for delivery. You will leverage our CRM system along with our project tracking tools to guide your customers through order creation, profile completion, compliance of state and country specific requirements, and partnering with Rivian field team resources to schedule deliveries based on the unique needs of each customer’s fleet. The deadline to apply is Friday, February 7th at 1:00pm PST. Responsibilities Supervise and oversee a pipeline of both large and small fleet customers while maintaining a precise and streamlined transaction and delivery process Provide exceptional quality of service during every interaction with our customers, while paying close attention to sentiment Proactively support the customer throughout the transaction process, including but not limited to financing, insurance, delivery details, and scheduling delivery Anticipate potential customer issues or challenges and take proactive measures to address them Delivery scheduling and partnering with Field Delivery teams Build rapport and learn how to support each B2B customer, meeting their needs and ensuring they are set up for success for all current and future orders Track and complete all tasks on behalf of assigned customers to provide an exceptional purchase within SLA timeframe to meet daily, weekly, monthly, and quarterly delivery targets Collaborate with multiple cross-functional teams to validate vehicle, customer, and deal readiness Work with registration partners to stay up to date on state and country-specific registration and compliance changes to effectively communicate registration needs to customers Utilize effective de-escalation techniques to diffuse tense or difficult customer interactions Document information and guarantee data integrity in our CRM and alternate platforms Fulfill additional assignments and responsibilities as instructed by the leadership team Qualifications 2+ years’ experience in customer service or hospitality experience at a top tier, premium brand (auto or EV a plus). B2B customer experience preferred High School Diploma or GED required Must be at least 21 years of age Ability to work a flexible schedule to support customers on nights, weekends and/or holidays; ability and willingness to travel based on business needs to support other market launches and operations  Working knowledge with computers and software including Google and Microsoft Programs with the ability to effectively navigate internal business platforms Proficiency in utilizing Salesforce CRM to manage customer interactions and data. Adaptable to a fast-paced and constantly changing environment Ability to multitask and prioritize tasks based on level of importance and urgency Ability to work autonomously and consistently with limited direction Excellent written and verbal language skills in English, bilingual a plus Ability to see, read and interpret documents such as governmental regulations, safety rules, operating and maintenance instructions or schematics No drug or alcohol related driving incidents in the last 3 years; No more than 1 serious moving violation in the last 3 years; No driving related suspensions or revocation of Driver License within a 3-5 year period. Will be subject to continuous Motor Vehicle Record (MVR) monitoring Ability to obtain and maintain local sales licenses if applicable in your state/province Must have or be eligible to obtain a notary license Pay Disclosure Salary Range/Hourly Rate for Southern California Based Applicants: $26.98-33.73/hr (actual compensation will be determined based on experience, location, and other factors permitted by law). Salary Range/Hourly Rate for Palo Alto, California Based Applicants: $29.33-36.66/hr (actual compensation will be determined based on experience, location, and other factors permitted by law). Salary Range/Hourly Rate for Normal, IL Based Applicants: $24.63-30.79/hr (actual compensation will be determined based on experience, location, and other factors permitted by law). Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums. 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 candidateaccommodations@rivian.com. Candidate Data Privacy Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law. Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services. Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions. Please note that we are currently not accepting applications from third party application services.