Customer Experience Specialist, Perth

2 Weeks ago • All levels • Operations • Undisclosed

About the job

3 skills required for this role

Add these skills to join the top 1% applicants for this job

back-end

customer-centric

revenue-recognition

Job Description

The Customer Experience Specialist at Tesla in Perth, O'Connor, ensures a delightful delivery experience for new Tesla owners. Responsibilities include welcoming customers, educating them on vehicle features, coordinating deliveries, conducting vehicle inspections, collaborating with various teams (Sales, Service, Remarketing), addressing customer concerns, updating CRM systems, and contributing to process improvement. The role also involves handling remote deliveries via phone and digital channels and assisting with retail tasks like test drives and events. Proficiency in Tesla products and services, strong customer service skills, and adherence to government standards are essential. This position plays a crucial role in Tesla's growing sales operations.

Must have:

Delightful customer delivery experience
Educate customers on vehicle features
Coordinate deliveries and inspections
Collaborate with internal/external teams
Address customer concerns and objections
Update CRM systems accurately
Adhere to government standards and regulations

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.