Job Description

What to Expect

At Tesla, our Service Advisors consistently coordinate a seamless experience for customers servicing their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission to accelerate the world’s transition to sustainable energy.

As an Associate Service Advisor, you will support customers from the moment they walk through our door or schedule a service visit to returning their vehicle, managing communication across physical and digital platforms. We’ve created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience.

We offer:

• A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success
• The chance to work with innovative technology, advanced tools and software
• Ongoing training and development to help you grow your skills and career
• A competitive compensation and benefits package including Tesla shares

What You’ll Do

• To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to create exceptional customer experiences.
• Provide the highest level of customer service throughout ownership experience across physical and digital platforms
• Confidently communicate with customers as a Tesla ambassador through digital channels, phone and face-to-face to provide scheduling/status updates, product education, Tesla App education and answer any questions using customer friendly language
• Prepare customer appointments both digitally and physically in the Service Centre, ready for the customer to seamlessly drop-off their car through a touchless service
• Engage walk-in customers promptly, personally and with the goal of understanding their needs
• Develop understanding of Tesla’s products and service operations including HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), firmware, chassis and troubleshooting
• Adopt new digital tools with ease and adapt quickly to new process changes
• Pull vehicle logs, accurately recording repair orders, interactions and data into our systems, supporting with invoicing and payment
• Partner closely with the workshop to guarantee we service our customers’ cars efficiently and seamlessly
• Resolve and defuse difficult conversations across all communication channels
• Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
• Partner and collaborate with Tesla Support, Parts, Sales and Delivery to ensure the customer experience is consistent
• Ensure all health and safety regulations and procedures are adhered to, for both employees and customers
• Take on additional responsibilities as required by the business

What You’ll Bring

• Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
• Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
• Ability to excel in a team-based environment and achieve common goals
• Excellentproblem-solvingskills, and strong ability to take initiative and be proactive
• Possess an understanding of automotive techniques related to repair and servicing of vehicles
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Good knowledge of MS Office
• Able to communicate, read, and write effectively in the English language, and other local languages if required
• Must have and continue to maintain a valid driving license and safe driving record