Virtual Service Advisor

2 days ago

Richmond, Australia Tesla Full time

**What to Expect**

**What You'll Do**
- 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

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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