Online After-Sales Advisor - Service Preparation Specialist

• Compréhension des techniques automobiles de base relatives à la réparation et à l’entretien des voitures
• Capacité à suivre des instructions orales et écrites en prêtant attention aux détails
• Volonté de découvrir des technologies automobiles innovantes
• Capacité à établir et entretenir des relations professionnelles coopératives
• Tenir à jour les dossiers de manière détaillée et générer des rapports quotidiennement
• Gérer efficacement différentes priorités, organiser la charge de travail et respecter les délais
• Travailler en équipe et atteindre des objectifs communs
• Compétences en gestion des conflits
• Baccalauréat ou diplôme équivalent
• Système(s) de gestion du concessionnaire, Outlook, MS Office
• De préférence, titulaire d’un certificat en technologie automobile ou d’un diplôme équivalent
• Expérience en tant que conseiller de service souhaitable, dans le secteur de l’automobile grand public
• Obligation de posséder et de conserver un permis de conduire valide, sans antécédents graves de mauvaise conduite
• Conducteur depuis au moins deux ans
• Bon niveau d’anglais exigé

 
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The Role
At Tesla, our Service Preparation Advisor consistently create a seamless and industry-leading ownership experience.  From the moment a customer raises a concern or request (schedules a service visit) the Virtual Service Advisor is responsible for managing customer appointments and communication across digital platforms. By listening to the customer's concern and preparing visits in advance, this role ensures that we efficiently manage repairs, remotely diagnose or educate our customers to prevent Service Visits entirely.
A Virtual Service Advisor is part of Tesla's remote front line and is a brand ambassador, supporting our mission to accelerate the world’s transition to sustainable energy. 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. We’ve created one of the most innovative vehicles ever made, and you will help ensure an equally innovative service experience. To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a passion for the brand and the ability to create exceptional customer experiences
 
Responsibilities

• Provide the highest level of Service Customer Experience, collaborate with local Service Centers (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA
• Review Service Requests for your region/country to provide the best option to resolve Customer concerns; determine if customer concern can be resolved over the phone or OTA (over the air), remote or assign it to Diagnostic or Mobile Service Team as needed. Carry out customer education when required
• Fulfill the required saturation based on locations capacity targets and needs; contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
• Accurately plan and route mobile appointments according to Service Centers needs and specificity of the area.
• Meet Revenue targets levering on commercial programs
• Prepare appointments including mandatory outstanding work orders when applicable
• Manage inbound calls, emails and messages according to provided Service Level and standards.
• Responsible for pre-arrival readiness, including but not limited to, communicating, clarifying maintenance items, identifying parts requests, and making Service Visits
• Develop a good understanding of Tesla’s products and service operations, including: HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), firmware, chassis and troubleshooting. Ability to initiate parts request procedure.
• Pull vehicle logs and submit for remote diagnosis, accurately document customer concerns, interactions and data into our systems and ability to finalize invoicing and payments
• Set expectations for repairs in accordance with new and used warranty guidelines and specifications
• Lock down appointment and/or follow up Service Visits pending Customer or other Team input until they are fully prepared; process all appointments within provided Service Level and standards providing the highest level of Service Customer Experience.
• Anticipate Customer Mobility where appropriate, arranging alternative transportation solutions where possible
• Ensure all health and safety regulations and procedures are adhered to, for both employees and customers
• Availability to work on additional responsibilities to meet business needs

Requirements

• Associate Degree or equivalent (certificate in Automotive Technology, preferred)
• Possess an understanding of basic automotive techniques related to repair and servicing of vehicles
• Ability to follow oral and written instructions with attention to detail
• Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment 
• Effectively handle multiple priorities, organize workload, and meet deadlines
• Proven ability to work and communicate effectively in a team-based environment and achieve a common goal
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information
• Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers 
• Ability to establish and maintain cooperative working relationships
• Conflict management skills - ability to address and defuse difficult conversations and customer conflict
• Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Fluency in speaking/writing English