Location: Owings Mills,MD, USA
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.
* 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
* 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