Main characteristics
- Location
- Normal, Illinois
- Company
- Rivian
Job summary
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 whats 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 Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love.
As a Senior Operations Specialist, you will be a key player in ensuring movement through escalation workflows and processes through to resolution.
Day-to-day responsibilities will include tracking and monitoring the progression of customers through return, replacement, repurchase or product escalation workflows. You will be working cross functionally with partner teams in Legal, Remarketing, Payments, Charging and Service, acting as the conduit for any cross-functional needs. You will leverage our CRM system along with our project tracking tools to ensure any roadblocks are removed in a timely fashion. Were looking for someone who has a deep understanding of our products and services, along with exceptional problem-solving skills.
Responsibilities:
Manage 80+ transactions at any given time, across various stages of the escalation processes
Work closely with Customer and Product Escalation Manager to address escalated concerns, complaints and inquiries from customers, ensuring a prompt and empathetic response
Collaborate with cross functional partner teams such as Legal, Guides, and Service to diagnose and resolve roadblocks in the customer journey
Provide exceptional quality of service during every interaction with our customers and cross-functional partners
Think strategically. Understand how to interpret, track and report on analytics, specifically those around the return, replacement and repurchase workflows
Share trends and areas of opportunity within our process to operationally improve our effectiveness and the customer experience
Perform daily reviews and audits of accounts for information accuracy
You will receive ample training, but will also be required to explore and learn independently. Curiosity is a core value at Rivian
Take on additional projects, duties, and assignments as required and/or by request from leadership
Travel may be required for training purposes or events
Qualifications:
4-6 years experience providing outstanding customer service preferred
1+ years operations experience preferred
Bachelors Degree or equivalent time in role preferred
Experience using CRM and performance systems (ex. Salesforce, Calabrio, Tableau, Smartsheet)
Ability to multi-task while providing exceptional quality of work
Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders
Ability to learn quickly, work in a fast-paced environment and adapt to changing timelines
Strong problem solving abilities with a track record of successful issue resolution
Ability to navigate difficult customer conversations
Willing and able to work within a 7-day workweek, including holidays, with additional flexibility during busier times of the year
Company Statements:
Equal OpportunityRivian 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 .
Candidate Data PrivacyRivian 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) Rivians 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.
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