Service Support Advisor, Residential Energy Service

About the role

Tesla is seeking an experienced and dynamic Service Support Advisor to join our innovative team. As a key member of our Residential Field Service Team, you will play a crucial role in managing and coordinating service activities to ensure timely resolutions and high client satisfaction.

What You'll Do

• Manage Daily Schedules: Oversee and coordinate the daily schedules for Field Service Technicians (FST) and crews, ensuring efficient use of time and resources. Review self-scheduled work for quality and fill scheduling gaps to maintain a well-organized and densely packed schedule
• Liaise with Field Teams: Act as a key point of contact for field teams to ensure timely system uptime and resolution of service issues
• Customer Interaction: Engage with customers to schedule, reschedule, and confirm appointments through various communication channels, including chat and phone
• Monitor Communications: Review and manage incoming emails and messages from teams, stakeholders, and customers to address scheduling needs for both proactive and customer-initiated requests
• Update and Communicate: Provide proactive and timely communication regarding scheduling timelines, updates, and changes to both customers and field teams
• Utilize Tools and Dashboards: Use provided programs and dashboards to monitor and address key performance indicators (KPIs), such as outstanding and past due work, and prioritize service for residential clients

What You'll Bring

• Associates degree preferred, or equivalent experience
• Strong problem-solving skills with a proactive and self-motivated approach
• Flexible and able to adjust to changing circumstances
• Capable of working through problems and solutions with minimal guidance; resourceful in tackling challenges
• Ability to work well independently and with others in a collaborative team environment
• Excellent computer skills, particularly Microsoft Excel, PowerPoint, and Word
• Strong organizational skills and the ability to prioritize and manage multiple projects simultaneously with complex and demanding deadlines
• Exceptional communications, strategic thinking, and interpersonal skills
• Excellent Customer Service Skills
• Excellent organizational skills with a focus on efficiency and effectiveness
• Proponent for continuous improvements (Process, product, technology)
• Strong attention to detail
• Regular, reliable, and predictable attendance is required

Benefits

• Medical plans with $0 payroll deduction options
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both with $0 paycheck contribution options
• Company Paid HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits including: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program

Pay

Customer Service Representative II - $18.18 - $27.27/hour + cash and stock awards + benefits for all levels. Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered.

This response is AI-generated, for reference only.