Customer Experience Specialist, Melbourne
2 weeks ago
What to Expect
The Tesla Team is committed to delivering an exceptional customer experience throughout the sales and delivery journey. The Customer Experience Specialist is responsible for exciting, educating, and engaging customers both before and during their Tesla delivery. This position offers a great opportunity to influence the Tesla customer experience significantly and plays a crucial role in the company's rapidly growing sales operations.
What You'll Do
- Welcome customers to the Tesla family by ensuring that their delivery day is a delightful experience.
- Educate customers about the basic features and functions of their vehicles.
- Assist the Store Leader with delivery operations to ensure an exceptional customer experience.
- Coordinate vehicle staging and host delivery appointments, including new owner orientations tailored to the individual customer's needs and comfort level.
- Demonstrate mastery of all Tesla products and services, along with local incentives for EV owners.
- Stay informed about industry trends and best practices.
- Collaborate with the vehicle readiness team to conduct final inspections for quality before vehicle delivery.
- Provide constructive feedback to program management and other stakeholders to enhance departmental efficiency and promote improvements across the company.
- Coordinate with internal and external teams to seamlessly coordinate various aspects of delivery day, (such as Sales, Service, and Remarketing Teams).
- Leverage a customer-centric skillset to understand and address their concerns with professionalism and empathy.
- Identify and overcome objections and obstacles, including charging and customer education.
- Ensure the final receipt of delivery is coordinated in line with accounting's revenue recognition standards.
- Where applicable, ensure that all local documents are accurately completed and signed according to government standards and revenue recognition requirements.
- Proactively and consistently update our CRM systems to ensure accurate and timely delivery information is available to management.
- Contribute ideas to enhance the Tesla delivery experience and improve back-end processes and procedures.
- Assist regional delivery customers through phone and digital channels to provide a supportive, customer-centric remote delivery experience.
- Support with additional retail related tasks as needed, including but not limited to test drives, events, and other retail activities.
- Uphold a professional appearance at all times.
What You'll Bring
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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