Service Support Advisor, Residential Service

Tesla Service Support Advisors handle a variety of Operations and customer issues while delivering on world class customer service. As a critical member of the Energy Customer Support Team, the role of a Service Support Advisor focuses specifically on the customer experience, schedule efficiency, logistics and the support of operations business needs. Your primary goal is to provide exceptional customer service while establishing the most efficient schedule for our maintenance and service crews. Deliver Tesla Measures of Excellence; perform other duties and assignments including Fleet support, case management, office administrative, special projects. Support general Call Center functions that reinforce the mission to accelerate the world's transition to sustainable energy.

Service Support Advisors are the front line and face of the Tesla brand. They should maintain a level of professionalism that exceeds that of our customer's expectations.

• Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly. Address emails in a timely manner

• Problem solves unique situations as they arise and complete case review and follow ups. Assess, understand, and communicate operational and customer experience hurdles to Scheduling Team Leadership

• Complete online training courses within the required time, assist with customer de-escalations and be aware of any relevant changes that impact the floor regarding policy and procedure

• Identify areas for process improvement and assist with creating and revising the process to ensure better efficiency and customer experience

• Follow best practices to meet Service Level Objectives to provide high levels of customer satisfaction while using and promoting excellent customer service soft skills

• Coordinate with management and other departments to meet Scheduling departmental goals and work to eliminate information silos. Take ownership of production schedule, job flow and customer experience

• Understand and promote Tesla products and the Tesla brand and be the customer liaison between Tesla field operations

• Associate Degree, 1 year in related work experience in a customer service role, project management/coordination, electrical project experience and/or general construction knowledge, or equivalent

• Proven track record of excellent customer quality and productivity expectations. Exceptional interpersonal and persuasion skills

• Receptive to constructive feedback and demonstrates passion for Tesla. Self-directed, independent, thinks creatively and takes initiative

• Acute awareness and ability to manage deadlines. Detail-oriented, extremely organized, and process-oriented

• Excellent judgment in solving critical problems and can adapt in a fast-paced, changing environment

• Highly proficient with desktop applications such as MS Office and Internet browsers. Excellent written and verbal communication skills over the phone and email required

• Professional, customer-focused approach to completing assignments and representing Tesla. Team player attitude is a must