Customer Service Representative

3 days ago


Buffalo, New York, United States Tesla Full time
Job Summary

Tesla is seeking a highly skilled and experienced Customer Service Representative to join our team. As a Customer Service Representative, you will be the voice of our Diagnostics team, providing exceptional customer service and support to our customers.

Key Responsibilities
  • Deliver a high level of customer service on every interaction
  • Own the relationship from the first customer contact until resolution in an omni-channel environment
  • Process warranty-based returns for home charging products with customers and support teams
  • Provide troubleshooting and customer support for mobile app and account management for Tesla charging products
  • Assist Solar/PV emergency lines when needed
  • Achieve expectations on all Key Performance Indicators, monthly, quarterly, and bi-annually
  • Achieve Tesla's standards of excellent customer communication, advocacy, and education
Requirements
  • Minimum of 60 days handling calls for Energy Technical Support or equivalent experience
  • Understand Electrical concepts such as wiring, Voltage, Frequency Shifting, LRA vs RLA, DCAC - DCDC - ACDC Conversions
  • Understand Telemetry Data (Periscope Graphing, Basic Data Mining)
  • Configuration Analysis and Modification (Telescope)
  • Connectivity and Networking (Connecting to Customer Network)
  • Account Administration (Garage, Toolbox, Password Assistance, Commissioning, Product Replacement, Account updates and corrections)
  • Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)
Benefits
  • Competitive pay
  • Aetna PPO and HSA plans
  • Family-building, fertility, adoption, and surrogacy benefits
  • Dental (including orthodontic coverage) and vision plans
  • 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


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