Service Support Advisor, Residential Energy Service

Tesla is seeking an experienced and dynamic Service Support Advisor to join our innovative team. As a key member of our Residential Field Service Team, you will play a crucial role in managing and coordinating service activities to ensure timely resolutions and high client satisfaction.

Responsibilities

• Manage Daily Schedules: Oversee and coordinate the daily schedules for Field Service Technicians (FST) and crews, ensuring efficient use of time and resources. Review self-scheduled work for quality and fill scheduling gaps to maintain a well-organized and densely packed schedule
• Liaise with Field Teams: Act as a key point of contact for field teams to ensure timely system uptime and resolution of service issues
• Customer Interaction: Engage with customers to schedule, reschedule, and confirm appointments through various communication channels, including chat and phone
• Monitor Communications: Review and manage incoming emails and messages from teams, stakeholders, and customers to address scheduling needs for both proactive and customer-initiated requests
• Update and Communicate: Provide proactive and timely communication regarding scheduling timelines, updates, and changes to both customers and field teams
• Utilize Tools and Dashboards: Use provided programs and dashboards to monitor and address key performance indicators (KPIs), such as outstanding and past due work, and prioritize service for residential clients

Requirements

• Associates degree preferred. Strong problem-solving skills with a proactive and self-motivated approach
• Flexible and able to adjust to changing circumstances. Capable of working through problems and solutions with minimal guidance; resourceful in tackling challenges
• Ability to work well independently and with others in a collaborative team environment. Excellent computer skills, particularly Microsoft Excel, PowerPoint, and Word
• Strong organizational skills and the ability to prioritize and manage multiple projects simultaneously with complex and demanding deadlines. Exceptional communications, strategic thinking, and interpersonal skills
• Excellent Customer Service Skills. Excellent organizational skills with a focus on efficiency and effectiveness
• Proponent for continuous improvements (Process, product, technology)
• Strong attention to detail. Regular, reliable, and predictable attendance is required

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