Virtual Service Advisor

1 week ago

Melbourne, Victoria, Australia Tesla Full time

OverviewTesla 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 DoAnswer Phone Calls, Emails and Drive In's to address any customer concern with the highest level of response and attentionReturn missed phone calls, email in no less than 5 minutesDetermine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attentionAccurately interpret and understand customer concerns and maintenance requests, ensuring that their needs are clearly identified and addressed in a timely and effective mannerEfficiently 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 concernsAccurately record issues and data into Dealer Management System.
Attention to detail criticalConduct Transactions w/ system; walk customer through correction and provide summaryFollow up with Customer on services provided; ensure they are satisfied with the work performedWhat You'll BringAbility to follow oral and written instructions with attention to detailWillingness to learn new and innovative automotive technologiesAbility to establish and maintain cooperative working relationships with those contacted in the course of work to include the publicPerform detailed daily record keeping and reportingEffectively handle multiple priorities, organize workload, and meet deadlinesEffectively 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 satisfactionWork in a team-based environment and achieve common goalDealer Management System(s), Outlook, and MS OfficeRetail customer service preferred, Automotive Retail experience a Bonus
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