Tesla Motors is seeking an accomplished Mobile Service Router dedicated to advancing one of the most innovative vehicle brands globally. This role demands a substantial degree of engagement with both customers and employees. The ideal candidate will not only demonstrate technical expertise but also excel in delivering exceptional customer service. Members of our service team must be passionate about supporting cutting-edge EV technology and accelerating the world's transition to sustainable energy. Responsibilities
- Coordinate repairs for new and used vehicles, ensuring compliance with warranty guidelines and specifications
- Respond to roadside requests and assess technical issues to determine if resolution can be achieved remotely, over the phone, or requires technician intervention
- Communicate with customers via text, calls, email, and internal channels for service updates, scheduling, payment processing, and addressing inquiries
- Schedule customers within hour block windows, optimizing throughput and routing for mobile service technicians
- Collaborate with service leadership to plan for PTO, vehicle maintenance, and adjustments, striving to meet or exceed customer demand
- Utilize reporting metrics to guide procedural enhancements, elevating the overall customer experience
- Proficiency in the Microsoft Suite, Tesla programs, and reporting metrics
Requirements - Customer-facing experience, ideally in a technical or automotive setting, demonstrating a commitment to excellent service
- Proficiency in parts processes, warranty knowledge, and the ability to articulate technical information in a customer-friendly manner, both verbally and in writing
- Enthusiastically seeks understanding of automotive techniques related to vehicle repair and servicing
- Positive, adaptable, and open to learning about changes in the personal transportation industry, as well as Tesla products and services
- Strong organizational skills, with the ability to handle multiple priorities, meet deadlines, and thrive in a fast-paced environment
- Excellent verbal and written communication skills, including the ability to address difficult conversations and customer conflicts
- Valid driver's license required, ability to work flexible hours, including evenings, weekends, and holidays, and willingness to obtain state licensing where applicable
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