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Service Support Advisor, Residential Energy Service

2 months ago

New Windsor, United States Tesla Full time
What to ExpectTesla 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
  • Associate's degree preferred. 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