Regional Lead, Service Support Field Operations - Brooklyn, United States - Rivian

Rivian

Verified Company

Brooklyn, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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:

You are responsible for the coaching, development, performance, and engagement of a Service Support Advisor team comprised of approximately 10 individuals in the Rivian Service Support Operations Centers in Plymouth, Michigan operating 24/7, 365.

The Service Support Advisors are the virtual, end-to-end point of contact for Rivian owners/fleet companies needing assistance with vehicle education, charging and/or connectivity questions, roadside or servicing/repair of their Rivian vehicle.

Responsibilities:

Workflow planning, monitoring and interpreting call volume, and live staffing reports to ensure Rivian owners are delivered timely service by monitoring staffing for efficient use of resources
Use sound business judgment to resolve service or operational issues
As a robust customerfocused leader, you will supervise the Rivian Service Support Operations Center's daily operation by monitoring, developing, and supporting the Service Support Advisors.
You will supervise, coach, and provide regular feedback, including performance evaluations to Service Support Advisors
Service Support Advisors are expected to have excellent listening, documenting and conflict resolution skills. Supervisors will identify training and development needs among the team and work with the Service Support Manager and Learning and Development team and other crossfunctional teams to ensure needs are addressed
You will ensure that the Service Support Operations Center meets or exceeds established service objectives, KPI/SLA's, department and organizational goals

Qualifications:

Enthusiasm and passion for Rivian and find it rewarding overseeing a team that provides industryleading service support
57 years' experience providing outstanding customer service with most of the experience in a customerfacing 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 system, telecommunications and operational capabilities
Ability to create and continually support people through training and individual development plans
An understanding of the importance of building relationships and seek to understand what motivates individuals
A proven track record of utilizing good judgment, exercising strong decisionmaking skills and demonstrated leadership qualities
Being a 24/7hour call center environment, you should be willing and able to occasionally work 1st, 2nd, or 3rd shift including holidays, with additional flexibility during busier times of the year or when necessitated by business/weather conditions
Salary Range/Hourly Rate for

New York City Based Applicants:
[$ hourly rate] (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.

Company Statements:

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.