Virtual Service Advisor

2 weeks ago

Melbourne, Victoria, Australia Tesla Full time
Overview

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

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