Job Information
RIVIAN AUTOMOTIVE, LLC Regional Lead, Service Support Field Operations in SALT LAKE CITY, Utah
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
In this role, you are responsible for coaching, developing, performing, and engaging all Service Support Field Advisors within your region. The Service Support Field Advisors are the on-site liaison between the Centralized Service Support Operations Center and on-site Service Center Operations as well as the end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging, and/or connectivity questions, and roadside or servicing/repair of their Rivian vehicle.
Responsibilities
Ensure that your Service Support Field Operations team is providing exceptional service support for Rivian owners through in-person and omnichannel solutions (voice calls, emails, chat, and SMS)
Workflow planning, monitoring and interpreting call volume, and live staffing reports ensure Rivian owners deliver timely service by monitoring staffing for efficient use of resources.
Use sound business judgment to resolve service or operational issues.
As a robust customer-focused leader, you will supervise your Service Support Field Service region's daily operations by monitoring, developing, and supporting the Service Support Field Advisors.
You will supervise, coach, and provide regular feedback, including performance evaluations, to Service Support Field Advisors.
Service Support Field Advisors are expected to have excellent listening, documenting, and conflict-resolution skills. Regional Leads will identify training and development needs among the team and work with the Service Support Operations Leadership, Learning and Development, and other cross-functional teams to ensure needs are addressed.
You will ensure that your Service Support Field Operations region meets or exceeds established service objectives, KPI/SLAs, department and organizational goals.
Qualifications
Enthusiasm and passion for Rivian and find it rewarding overseeing a team that provides industry-leading service support.
5-7 years' experience providing outstanding customer service with most of the experience in a customer-facing role. Minimum 2 years as a people leader. Experience in automotive a strong plus.
Knowledge of contact center management tools, processes, procedures, and performance metrics.
Knowledge of contact center systems, telecommunications, and operational capabilities.
Ability to create and continually support people through training and... For full info follow application link.
Equal Opportnity
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 ass ist you in the search and application process, please email us at accessibility@rivian.com.