Service Advisor- Dartford (Body Repair Center)

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 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.

We offer:

• A dynamic and fast-paced environment where inclusion, learning and collaboration are key to success,
• The chance to work with innovative technology, advanced tools, and software,
• Ongoing training and development to help you grow your skills and career,
• A competitive compensation and benefits package including Tesla shares.

• 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
• 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
• Adopt new digital tools with ease and adapt quickly to new process changes
• Pull vehicle logs and submit 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 your customer on Tesla warranty policies
• Take on minor escalations, resolve and defuse difficult conversations across all communication channels
• 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