Service Support Advisor, Residential Energy Service

About the role

Service Support Advisor, Residential Energy Service | Tesla (Energy - Solar & Storage)

Location: Buffalo, New York | Req ID: 279330 | Job Type: Full-time

What to Expect

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.

What You'll Do

• 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

What You'll Bring

• Associates degree preferred, or equivalent experience. 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

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > 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 Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 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 (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly 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
• Earned Wage Access: Real-time pay access paid daily, subject to eligibility and schedule (applicable for below Sr. Managers levels)

Expected Compensation

• Customer Service Representative II - $18.18 - $27.27/hour + cash and stock awards + benefits for all levelsPay 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.