Roadside Support Specialist - Tesla - Draper

Job description

Role

Tesla Inc is looking for a Roadside Support Specialist to work on one of the most progressive vehicle brands in the world. We are looking for highly motivated individuals that excel in working with customers in potentially high stress environments and are able to work through urgent situations with precision and speed.

The Roadside team is in place to provide an exceptional experience even in unexpected situations. We focus on building and developing relationships with roadside assistance professionals and internal departments to achieve a high level of service for our owners. Experienced persons may have a background in emergency dispatching, roadside support, and/or high level customer service type roles. Candidates must be able to thrive in a high energy team environment managing multiple events at once. Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanor.

Responsibilities

· Provide highest level of verbal and written customer support.
· Coordinate towing services in urgent and non-urgent situations when needed
· Evaluate the needs of customers and work in a creative, pro-active manner to resolve roadside issues with customer vehicles.
· Determine best course of action for roadside events.
· Communicate owners concerns with tow provider network, service center staff, and others as necessary to resolve issues.
· Accurately record issues and data into CRM / Vehicle Support Systems.

Requirements

· Minimum 2 years of relevant work experience.
· Evidence of exceptional ability
· Excellent written and oral communications skills.
· Excellent customer service skills.
· Roadside dispatching or emergency call response experience is preferred.
· Ability to prioritize effectively and handle shifting priorities.
· Flexible schedule; this team runs 24/7/365 to accommodate our customer’s needs.
· Experience using Customer Management Systems, and MS Office Suite.
· Understanding of basic automotive techniques related to towing and service of vehicle systems.
· Ability to follow oral and written instructions with attention to detail.
· Willingness to learn new and innovative automotive technologies.
· Establish and maintain positive, cooperative, working relationships.
· Effectively handle multiple priorities, organize workload, and meet deadlines.
· Work in a team-based environment and achieve common goals
· Fluency in multiple languages is a plus APCO and NENA certifications are a plus