Website Telsa

Tesla’s mission is to accelerate the world’s transition to sustainable energy.

The Role:


Service Advisors are experts in translating a customer’s concern into a comprehensive repair order (RO) for Technicians. Advisors interact with customers when they bring their vehicle in for service, and they are the main point of contact until the vehicle is returned. Advisors are awesome at following up with the customer and keeping them updated on their vehicle’s status.

Service Advisors dispatch the repair orders, check in and out the loaner vehicles, help to manage the flow of the center, and assist with the overflow of incoming calls. They also make sure each car is ready and inspected before it is returned to a customer.

Responsibilities


l Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention;

l Return missed phone calls, email in no less than 5 minutes;

l Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman /Service Manager to provide immediate attention;

l Interact with customers when they bring their vehicle in for service

l Accurately record issues and data into Dealer Management System, translate a customer’s concern into a comprehensive repair order (RO) for Technicians. Attention to details;

l Conduct Transactions in system; walk customer through correction and provide summary;

l Dispatch the repair orders, check in and out the loaner vehicles;

l Communicate estimated completion time, regular updates and follow through on each customer vehicle, keeping them updated on their vehicle’s status;

l Coordinate the detail of every vehicle prior to delivery;

l Coordinate the delivery time or pick up with each customer;

l Follow up with Customer on services provided; ensure they are satisfied with the work performed.

l Help to manage the flow of the center, and assist with the overflow of incoming calls.

l Other Responsibilities: Perform other related duties as assigned, based on the business need.

Knowledge, Skills, And Abilities


l Methods, techniques, parts, tools and materials used in the maintenance and repair of vehicles;

l Operation and maintenance of a wide variety of hand power tools, shop tools, and automotive and electrical test equipment;

l Understanding of basic automotive techniques related to repair and servicing of automobiles;

l Ability to follow oral and written instructions with attention to detail;

l Willingness to learn new and innovative automotive technologies;

l Establish and maintain cooperative working relationships with those contacted in the course of work to include the public;

l Perform detailed daily record keeping and reporting;

l Effectively handle multiple priorities, organize workload, and meet deadlines;

l Work in a team-based environment and achieve common goals.

主要职责


l 接听电话,回复邮件,以最高水准解决任何客户顾虑

l 在5分钟内回复漏接电话和邮件

l 判断是否能在电话上解决技术问题,并及时向车间主管/服务中心经理上报;

l 在客户将车辆送达服务中心维修时保持与客户的交流

l 在系统里准确记录问题和数据,将客户关注问题转化为全面详尽的技术人员维修单,并注重细节的准确

l 在系统里操作处理流程,带领客户完成所有流程并提供总结

l 分派维修单,签入和签出代用车

l 沟通预估的服务完成时间,保持有规律的信息更新,跟进每一位车主的问题并使之随时了解车辆维修状态

l 在交付之前协调和车辆相关问题,保证所有细节无误

l 协调交付或自取的时间

l 跟进客户服务结果,保证他们满意我们的工作

l 协助管理中心工作流程并在来电过多时协助处理来电

l 其他职责:根据业务发展需要,完成管理层指定的其他工作

知识和技能要求


l 了解维修和保养汽车中的方法,技术,零部件,工具和材料

l 遵循公司口头和书面的指导,注重细节

l 愿意学习新的或具有创新性的汽车技术

l 建立和维护良好的内外部合作关系

l 维护日常工作记录和报告

l 有效的处理多任务多优先级,合理地管理自己的工作量,保证按时完成工作任务

l 优秀的团队合作精神,达成团队一致目标

l 其它要求:

l 经销商系统知识,熟练掌握Outlook, MS office

l 熟练掌握供应商管理系统,Outlook, MS Office

l 大专及以上学历,持有汽车技术资质优先

l 汽车零售服务经验优先

l 流利的中英文

To apply for this job please visit www.tesla.com.