Senior Repurchasing Support Advisor

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.

Customer Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love.

As a Senior Repurchasing Support Advisor, you will be a key customer facing player in ensuring movement through repurchasing workflows and processes through to resolution.

Day-to-day responsibilities will include guiding customers through vehicle replacement and/or repurchasing workflows. You will be working cross functionally with partner teams in Legal, Remarketing, Accounting, Delivery and Service, acting as the conduit for any cross-departmental needs, along with tracking and monitoring the progression of customers through the repurchasing funnel. You will leverage our CRM system along with our project tracking tools to ensure any roadblocks are removed in a timely fashion. We are looking for someone who has a deep understanding of our products and services, along with exceptional problem-solving skills.

• You will be part of a team managing 80+ customer accounts at any given time. Accounts will be in varying stages of the repurchase or replacement process; from the start of the repurchase journey through to completion with either refund distributed or delivery of a replacement Rivian.
• In addition to owning customer communications, you will be managing dozens of tasks a day that range from sending document reminders, collecting collateral documents, and arranging or confirming vehicle possession with partner teams.
• You will be communicating complex information and processes when presenting repurchase or replacement offers, often legal in manner as the path forward for customer resolution.
• You will be expected to provide exceptional quality of service during every interaction with our Customers and cross-functional partners, leaning heavily on de-escalation skills and empathy to aid in customer understanding and offer acceptance.
• Each customer account will vary from the next and will require strategic thinking, real-time prioritization and problem solving.
• As part of a team with a shared case load, communication with peers and record keeping will be vital.
• As an escalation path, you will work closely with the 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, Inside Delivery Guides, Service, and Remarketing to diagnose and resolve roadblocks in the customer journey
• 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 and service levels
• 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.

• 4-6 years' experience providing outstanding customer service preferred
• 1+ years operations experience preferred
• Bachelor's Degree or equivalent time in role preferred
• Experience using CRM and performance systems (ex. Salesforce, Jira, Tableau, Smartsheet)
• Escalation management preferred
• 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

Hourly Rate for California Based Applicants: $34.06-$41.57 (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 and part-time employees, their spouse or domestic partner, and children up to age 26. Full Time Employee coverage is effective on the first day of employment.

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.

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.