Service Support Advisor, Residential Service
Job Description
Service Support Advisor, Residential Service| Job Category | Energy - Solar & Storage |
|---|---|
| Location | San Diego, California |
| Req. ID | 218102 |
| Job Type | Full-time |
Tesla participates in the E-Verify Program
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's 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
Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
- Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
- Family-building, fertility, adoption and surrogacy benefits
- Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
- Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
- Healthcare and Dependent Care Flexible Spending Accounts (FSA)
- LGBTQ+ care concierge services
- 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
- Company paid Basic Life, AD&D, short-term and long-term disability insurance
- Employee Assistance Program
- Sick and Vacation time (Flex time for salary positions), and Paid Holidays
- Back-up childcare and parenting support resources
- Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
- Weight Loss and Tobacco Cessation Programs
- Tesla Babies program
- Commuter benefits
- Employee discounts and perks program
$17.00 - $39.00/hour + cash and stock awards + benefits
Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
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 also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.
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