Senior Service Advisor, Hasselt

The Role

At Tesla, our Service Advisors consistently coordinate a seamless experience for customers servicing their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission to accelerate the world’s transition to sustainable energy.

As a Senior Service Advisor, you will support customers from the moment they walk through our door or schedule a service visit to returning their vehicle, managing communication across physical and digital platforms. 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 customer service throughout ownership experience across physical and digital platforms
• Confidently communicate with customers as a Tesla ambassador through digital channels, phone and face-to-face to provide scheduling/status updates, product education, Tesla App education and answer any questions using customer friendly language
• Prepare customer appointments both digitally and physically in the Service Centre, ready for the customer to seamlessly drop-off their car through a touchless service
• Engage walk-in customers promptly, personally and with the goal of understanding their needs
• Maintain in-depth understanding of Tesla’s products and service operations including HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), firmware, chassis and troubleshooting
• Adopt new digital tools with ease and adapt quickly to new process changes
• Possess in-depth knowledge of pulling vehicle logs and submitting for remote diagnosis and repair, accurately recording repair orders, interactions and data into our systems, finalizing invoicing and payment
• Partner closely with the workshop to guarantee we service our customers’ cars efficiently and seamlessly
• Advise and educate the customer on Tesla warranty policies, having a detailed understanding of these
• Take on escalations, confidently resolve and defuse difficult conversations across all communication channels
• Act as a partner and mentor to more junior team members and share best practices
• Contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets
• Prepare alternative transport for customers where appropriate, arranging loaner vehicles in advance of a scheduled service appointment
• Partner and collaborate with Tesla Support, Parts, Sales and Delivery to ensure the customer experience is consistent
• Ensure all health and safety regulations and procedures are adhered to, for both employees and customers
• Take on additional responsibilities as required by the business

Requirements

• Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail
• Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers
• Ability to excel in a team-based environment and achieve common goals
• Excellent problem-solving skills, and strong ability to take initiative and be proactive
• Possess an understanding of automotive techniques related to repair and servicing of vehicles
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems
• Good knowledge of MS Office
• Able to communicate, read, and write effectively in the English language, and other local languages if required
• Must have and continue to maintain a valid driving license and safe driving record