Virtual Service Advisor

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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.

* 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
* 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

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