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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.
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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.
Responsibilities
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- In your role as a Service Support Advisor you are at the front line of Rivian’s ambitions to provide the best customer experience possible. \n
- With your daily interactions you can provide input to change the landscape for ourselves and our partners in the field. \n
- Via various communication channels you will assist customers and fleet companies. \n
- Questions can range from easy general questions, but you will also be technically challenged to help in case of charging and/or connectivity issues, educate on repair and maintenance and in some cases have to organize roadside assistance. \n
- You will also be responsible for selecting repair plans based on symptom trees for customer issues. \n
- With the right support from your colleagues, you are able to make quick decisions that will impact the journey of our customers; therefore, you feel comfortable making those decisions utilizing strong listening skills, being able to triage the situation and document this in a way it improves the day-to-day operations one customer interaction at the time. \n
- In your role we support you making deeper diagnosis with the back up from our Diagnostic specialist’s team, but you will also work together with our colleagues of various Service Centers, activating the repair plan, ordering parts and schedule a service appointment. \n
- You will work in an environment that constantly is changing but with a strong foundation of helping our customers and your team, feel supported by the culture of the company that is open and welcoming to new ideas, and the excitement of representing Rivian and its electric vehicles. \n
Qualifications
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- Must be bilingual and fluent at a native level in German and be fluent in English (reading, writing, speaking, etc.), any additional languages are a plus. \n
- 3-5 years’ experience providing outstanding customer service in automotive or related field explaining/educating advanced technology, documenting customer concerns and resolution. \n
- Enthusiasm and passion for Rivian and electric vehicle. \n
- Find it rewarding helping a customer in need \n
- Empathy, sincerity, patience, and strong communication skills \n
- Excellent follow-up and probing skills \n
- Strong problem-solving capabilities \n
- The ability to maintain composure under pressure and deal with ambiguity \n
- The ability to multi-task not only while providing exceptional quality work while navigating multiple, different work streams and tools \n
- Willingness to learn new and innovative automotive technologies \n
- Work in a team-based environment and achieve a common goal \n
- Being a 24/7-hour call center environment, you should be willing and able to work 1st, 2nd, or 3rd shift including weekends and holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions. \n
Equal Opportunity
\nRivian 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.
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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.
\nCandidate Data Privacy
\nRivian 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.
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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.
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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.
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Please note that we are currently not accepting applications from third party application services.
