Customer Service Specialist, Wall Connector

Tesla Wall Connector Specialists are the voice of our Diagnostics team on a Global scale. They perform initial troubleshooting with the customer as well as remote investigations and resolutions with or without customer intervention. Additionally, the Tesla Powerwall Support Specialists educate customers and installers on the Wall Connector features and functionalities. Specialists also serve as a liaison between Certified Installers and their Account Managers to ensure that the end customers' needs are satisfied. Schedule: Hours of operation are Monday through Friday 10:30 am - 7 pm EST


Responsibilities

• Deliver a high level of customer service on every interaction
• Own the relationship from the first customer contact until resolution in omni channel environment and the Customer of any home or mobile charging equipment
• Processing warranty-based returns for home charging products with customers and support teams
• Provide troubleshooting and customer support for mobile app and account management for Tesla charging products
• Assist Solar / PV emergency lines when needed
• Achieve expectations on all Key Performance Indicators, monthly, quarterly and bi-annually
• Achieving Tesla's standards of excellent customer communication, advocacy and education

Requirements

• Minimum of 60 days handling calls for Energy Technical Support or equivalent experience
• Understand Electrical concepts such as wiring, Voltage, Frequency Shifting, LRA vs RLA, DCAC - DCDC - ACDC Conversions)
• Understand Telemetry Data (Periscope Graphing, Basic Data Mining)
• Configuration Analysis and Modification (Telescope)
• Connectivity and Networking (Connecting to Customer Network)
• Account Administration (Garage, Toolbox, Password Assistance, Commissioning, Product Replacement, Account updates and corrections)
• Critical Thinking (Order of Operations, Signal (Energy) Flow, Firm vs soft vs Hardware, Trend Spotting, Push vs Pull)

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


Expected Compensation


• Customer Service Representative I - $15.64 - $23.46/hour
• Customer Service Representative II - $17.17 - $25.76/hour
• Customer Service Representative III - $18.70 - $28.05/hour
• Customer Service Representative IV - $21.08 - $31.62/hour
• Lead Customer Service Representative - $23.46 - $35.19/hour
, depending on level + cash and stock awards + benefits

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.