Virtual Service Advisor

What To Expect
Tesla Motors is looking for a customer service superstar to join our team as a Virtual Service Advisor working on one of the most progressive vehicle brands in the world. This position requires a high-level customer and employee interaction, so the ideal candidate will not only possess the technical acumen, but also the ability to provide a strong level of customer service. If you are interested in becoming a part of a world class service team supporting the latest EV technology, we are interested in hearing from you.

What You'll Do

Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention

Return missed phone calls, email in no less than 5 minutes

Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention

Accurately interpret and understand customer concerns and maintenance requests, ensuring that their needs are clearly identified and addressed in a timely and effective manner

Efficiently prepare for a service appointment by allocating labour resources, allocating necessary parts, and developing a comprehensive repair plan to ensure timely completion, minimise delays, and provide a smooth service experience that addresses the customer's concerns

Accurately record issues and data into Dealer Management System. Attention to detail critical

Conduct Transactions w/ system; walk customer through correction and provide summary

Follow up with Customer on services provided; ensure they are satisfied with the work performed

What You'll Bring

Ability to follow oral and written instructions with attention to detail

Willingness to learn new and innovative automotive technologies

Ability to establish and maintain cooperative working relationships with those contacted in the course of work to include the public

Perform detailed daily record keeping and reporting

Effectively handle multiple priorities, organize workload, and meet deadlines

Effectively manage workflow by monitoring and achieving individual KPIs, collaborating with the team to meet shared goals, and adjusting workflow as needed to optimise productivity, efficiency, and customer satisfaction

Work in a team-based environment and achieve common goal

Dealer Management System(s), Outlook, and MS Office

Retail customer service preferred, Automotive Retail experience a Bonus