Service Support Advisor

3 days ago

Fort Lauderdale, Florida, United States Tesla Full time
Service Support Advisor - Residential Energy Service

Tesla 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.

Responsibilities
  • 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.
Requirements
  • 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.
Compensation and Benefits

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.

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