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Virtual Service Advisor

Victoria, Australia (On-site)

Virtual Service Advisor

1 Hour ago • All levels • Operations • Administrative

About the job

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Job Description

Tesla Motors seeks a Virtual Service Advisor to provide exceptional customer service support for their electric vehicles. Responsibilities include answering phone calls and emails, resolving customer concerns, escalating complex issues to the Shop Foreman/Service Manager, preparing service appointments (allocating resources and parts), creating repair plans, accurately recording data in the Dealer Management System, conducting transactions, and following up with customers to ensure satisfaction. The ideal candidate possesses strong customer service skills, technical acumen, and the ability to efficiently manage multiple priorities. Automotive retail experience is a plus. The role requires detailed record-keeping, effective communication, and teamwork.

Must have:

Exceptional customer service skills
Technical acumen
Strong communication (written & verbal)
Proficient in using DMS
Ability to handle multiple priorities
Attention to detail

Good to have:

Automotive retail experience
Experience with EV technology

What to Expect

Tesla Motors is looking for a customer service superstar to join our team as a Virtual Service Advisor working on one of the most progressive vehicle brands in the world. 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. If you are interested in becoming a part of a world class service team supporting the latest EV technology, we are interested in hearing from you.

What You’ll Do

Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention
Return missed phone calls, email in no less than 5 minutes
Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention
Accurately interpret and understand customer concerns and maintenance requests, ensuring that their needs are clearly identified and addressed in a timely and effective manner
Efficiently prepare for a service appointment by allocating labour resources, allocating necessary parts, and developing a comprehensive repair plan to ensure timely completion, minimise delays, and provide a smooth service experience that addresses the customer's concerns
Accurately record issues and data into Dealer Management System. Attention to detail critical
Conduct Transactions w/ system; walk customer through correction and provide summary
Follow up with Customer on services provided; ensure they are satisfied with the work performed

What You’ll Bring

Ability to follow oral and written instructions with attention to detail
Willingness to learn new and innovative automotive technologies
Ability to establish and maintain cooperative working relationships with those contacted in the course of work to include the public
Perform detailed daily record keeping and reporting
Effectively handle multiple priorities, organize workload, and meet deadlines
Effectively manage workflow by monitoring and achieving individual KPIs, collaborating with the team to meet shared goals, and adjusting workflow as needed to optimise productivity, efficiency, and customer satisfaction
Work in a team-based environment and achieve common goal
Dealer Management System(s), Outlook, and MS Office
Retail customer service preferred, Automotive Retail experience a Bonus

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