Virtual Service Advisor, Milano BOLOGNA

Virtual Service Advisor, Milano
Bologna
Emilia Romagna, BOLOGNA

The Role

At Tesla, our Virtual Service Advisors consistently create a seamless and industry-leading ownership experience.

From the moment a customer raises a concern or request (schedules a service visit) the Virtual Service Advisor is responsible for managing customer appointments and communication across digital platforms.

By listening to the customer's concern and preparing visits in advance, this role ensures that we efficiently manage repairs, remotely diagnose or educate our customers to prevent Service Visits entirely.

**Responsibilities

- Provide the highest level of Service Customer Experience, collaborate with local Service Centers (Front of House), Tesla Support and Sales, Service & Delivery (SSD) partners to ensure we provide a consistent Customer Experience across EMEA

- Review Service Requests for your region/country to provide the best option to resolve Customer concerns; determine if customer concern can be resolved over the phone or OTA (over the air), remote or assign it to Diagnostic or Mobile Service Team as needed.

Carry out customer education when required

- Fulfill the required saturation based on locations capacity targets and needs; contribute to the achievement of productivity and customer satisfaction targets by meeting and exceeding individual KPI targets

- Accurately plan and route mobile appointments according to Service Centers needs and specificity of the area.

- Meet Revenue targets levering on commercial programs

- Prepare appointments including mandatory outstanding work orders when applicable

Responsible for pre-arrival readiness, including but not limited to, communicating, clarifying maintenance items, identifying parts requests, and making Service Visits

- Develop a good understanding of Tesla's products and service operations, including: HV battery, range, 12V systems, charging, Drivers Assistance System (DAS), firmware, chassis and troubleshooting.

Ability to initiate parts request procedure.

- Pull vehicle logs and submit for remote diagnosis, accurately document customer concerns, interactions and data into our systems and ability to finalize invoicing and payments

- Set expectations for repairs in accordance with new and used warranty guidelines and specifications

- Lock down appointment and/or follow up Service Visits pending Customer or other Team input until they are fully prepared; process all appointments within provided Service Level and standards providing the highest level of Service Customer Experience.

- Anticipate Customer Mobility where appropriate, arranging alternative transportation solutions where possible

- Ensure all health and safety regulations and procedures are adhered to, for both employees and customers

- Availability to work on additional responsibilities to meet business needs

**Requirements/ Qualifications

- Associate Degree (certificate in Automotive Technology, preferred) or proven relevant experience

- Possess an understanding of basic automotive techniques related to repair and servicing of vehicles

- Ability to follow oral and written instructions with attention to detail

- Relevant experience in a customer facing role delivering excellent service, preferably from a technical or automotive environment

- Effectively handle multiple priorities, organize workload, and meet deadlines

- Proven ability to work and communicate effectively in a team-based environment and achieve a common goal

- Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to details, especially the accuracy of system operation and data information

- Excellent communication and problem-solving skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers

- Ability to establish and maintain cooperative working relationships

- Conflict management skills - ability to address and defuse difficult conversations and customer conflict

- Positive, enthusiastic, and willing to learn about the changes in the personal transportation industry and Tesla products and services

- Digitally savvy - ability to adopt and adapt quickly to new technology and systems

- Fluency in speaking/writing English and local language