Tesla Hiring for Service Support Advisor at Beltsville, MD Full Time

The Role:
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 on 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.

Responsibilities:
Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly

Use and promote excellent customer service soft skills

Assist with customer de-escalations

Take ownership of production schedule, job flow and customer experience

Complete case review and follow ups

Problem solve unique situations as they arise

Assess, understand and communicate operational and customer experience hurdles to Scheduling Team Leadership

Complete online training courses within required time

Address emails in a timely manner

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

Coordinate with management and other departments to meet Scheduling departmental goals and work to eliminate information silos

Customer liaison between Tesla field operations

Understand and promote Tesla products and the Tesla brand

Qualifications:
Associates degree or at least 1 year in related work experience in a customer service role, project management/coordination, electrical project experience and/or general construction knowledge preferred

Proven track record of excellent customer quality and productivity expectations

Receptive to constructive feedback

Demonstrate passion for Tesla

Self-directed, independent, thinks outside the box and takes initiative

Exceptional interpersonal and persuasion skills

Acute awareness and ability to manage to deadlines

Detail-oriented, extremely organized and process-oriented

Excellent judgment in solving critical problems

Ability to adapt in a fast-paced, changing environment

Team player attitude is a MUST

Highly proficient with desktop applications such as MS Office and Internet browsers

Professional, customer-focused approach to completing assignments and representing Tesla

Excellent written and verbal communication skills over the phone and email required

Employee Benefits

As a full time, Tesla employee, you will receive full benefits from day 1 for you and your dependents.

Kaiser and UnitedHealthcare PPO and HSA plans (including infertility coverage)

3 medical plan choices with $0 paycheck contribution

Vision & dental plans (including orthodontic coverage)

Company paid Life, AD&D, short-term and long-term disability

401(k), Employee Stock Purchase Plans, and other financial benefits

Employee Assistance Program, Paid Time Off, and Paid Holiday

Back-up childcare and employee discounts

About Tesla

Tesla is accelerating the world’s transition to sustainable energy. We design, manufacture, sell and service the world’s best solar technology, energy storage systems, and electric vehicles, providing customers the opportunity to generate, store and consume energy entirely sustainably. Tesla is committed to hiring and developing top talent from around the world for any given discipline. Based in California, Tesla’s workforce spans across four continents. We work to build an inclusive environment in which all people, regardless of gender, race, religion, or background, can come to do their best work.

Our world-class teams operate with a non-conventional philosophy of inter-disciplinary collaboration. Each member of the team is expected to challenge and to be challenged, to create, and to innovate. We’re tackling the world’s most difficult and important problems—and we wouldn’t succeed without our shared passion for making the world a better place. Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.

Tesla is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 510-602-3960 or send an e-mail to [email protected] and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Please contact [email protected] for additional information or to request accommodations.