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Sr. Energy Customer Support Specialist

2 months ago

Buffalo, United States Tesla Full time

Tesla Energy Support Specialists handle a variety of customer issues while delivering on world class customer service. Deliver on Tesla Measures of Excellence, perform other duties and assignments including administrative, special projects. Support general call center functions that reinforce the mission to accelerate the world's transition to sustainable energy. Energy Support Specialists are the front line and face of the Tesla brand. They should maintain a level of professionalism that exceeds that of our customer's expectations.

Responsibilities

  • Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly
  • Provide excellent customer service that is focused on the person as well as the solution
  • Maintain and follow through on ongoing customer concerns until issue is resolved
  • Work with various Tesla partners, such as scheduling, maintenance, process development, etc.
  • Address tasks in a timely manner
  • Proactively self-educates and maintains expectations regarding training, courses, and procedural/policy updates
Requirements
  • 1 year of call center experience or equivalent
  • Proven track record of excellent customer quality and productivity expectations
  • Receptive to constructive feedback
  • Thinks outside the box & takes initiative
  • Experience with Windows and MS Office applications
  • Excellent judgement in solving critical problems
  • Ability to adapt in a fast pace changing environment, team player attitude is a must
Compensation and Benefits
Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:
  • Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
  • Family-building, fertility, adoption and surrogacy benefits
  • Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
  • Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
  • Healthcare and Dependent Care Flexible Spending Accounts (FSA)
  • LGBTQ+ care concierge services
  • 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), and Paid Holidays
  • Back-up childcare and parenting support resources
  • Voluntary benefits to include: 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
    • Expected Compensation

      • Customer Service Representative I - $15.64 - $23.46/hour
      • Customer Service Representative II - $17.17 - $25.76/hour
      • Customer Service Representative III - $18.70 - $28.05/hour
      • Customer Service Representative IV - $21.08 - $31.62/hour
      • Lead Customer Service Representative - $23.46 - $35.19/hour
      , depending on level + cash and stock awards + benefits

      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. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.