Virtual Store Supervisor

What To Expect

As a Virtual Store Supervisor, your primary focus is to assist with leading a team of Virtual Tesla Advisors in delivering exceptional end-to-end customer experiences across all digital consumer channels that include; inbound/outbound phone calls, web inquiries, Tesla Chat and email communications.

The role supports the Virtual Store Manager as their ‘second-in-charge’, and will involve recruiting, coaching and providing feedback to Virtual Tesla Advisors in accordance with Tesla Standards. Results will be measured across pivotal functions such as customer experience, people leadership, operations and financials.

You will continue to uphold a customer-facing role, working collaboratively alongside Virtual Tesla Advisors on all tasks to achieve outlined targets with a ‘one-team’ mentality.

What You'll Do

As a Virtual Store Supervisor, you will be expected to support the team across both Sales and Delivery for the Northern and Western Regions.

Please note that although the Virtual Store Supervisor role primarily works across our digital consumer channels, this role will be office-based.

Primary responsibilities include:

• Driving sales and delivery volume while providing a customer experience in-line with Tesla standards
• Ensure all contactless customer orders have had a communication touchpoint in a timely manner, and provided with a high-quality customer service
• Consistently utilise a structured communication approach to engage, nurture, follow-up and close leads generated by marketing campaigns
• Coach, evaluate and motivate the Virtual Tesla Advisors by setting clear performance goals, delivering personalised training based on individual performance insights, and providing ongoing feedback to drive sales, delivery and productivity outcomes
• Assist in the facilitation of Tesla’s digital customer education series
• Ensure compliance standards are upheld in areas such as data security, privacy and identification with each customer interaction
• Meet dynamic performance targets for response and handling times across digital distribution channels
• Support Virtual Tesla Advisors by being the first point of contact in handling customer escalations
• Escalate urgent matters that require senior management intervention in a timely manner
• Review and approve financial transactions including payment remittance, vehicle assignments and customer refunds
• Create superior experiences with internal and external stakeholders by managing dynamic priorities, representing Tesla’s brand values, and demonstrating general professionalism

What You'll Bring

• 1 – 3 years of management experience in a high-volume, phone-based sales environment
• Ability to thrive in a team-based environment and achieve common goals
• Excellent communication and stakeholder management skills – both oral and written
• Bachelor’s degree or equivalent relevant experience in a customer-facing environment
• Ability to manage high-volume workloads and effectively pivot across shifting priorities
• Strong attention to detail with high-quality output
• Valid driver’s license
• Right to Work – valid working rights in the country of application

, Tesla