Lead Service Advisor - Lisbon Lisboa

Lead Service Advisor - Lisbon
Lisboa
Lisboa, Portugal

What To Expect

At Tesla, our Service Advisors consistently coordinate a seamless experience for customers servicing

their vehicles. They constitute Tesla’s front line and are our brand ambassadors, supporting our mission

to accelerate the world’s transition to sustainable energy.

As a Lead Service Advisor, you will support customers from the moment they walk through our door or

schedule a service visit to returning their vehicle, managing communication across physical and digital

platforms. We’ve created one of the most innovative vehicles ever made, and you will help ensure an

equally innovative service experience.

To succeed at Tesla, you must be energetic, highly organized, and smart working. You should have a

passion for the brand and the ability to create exceptional customer experiences.

What You'll Do

1. Manage complex escalations, confidently resolving and defusing difficult conversations across all
   
   communication channels. Advise and educate your customer on Tesla warranty policies.
2. Confidently communicate with customers as a Tesla ambassador through digital channels, and
   
   face-to-face to provide: Scheduling/status updates, waiter updates, and payment requirements.
3. Educate customers on Product, Tesla App, repairs, billing and invoicing and answer any
   
   questions using customer friendly language.
4. Manage billing and invoicing processes at the location, following up with customers, getting
   
   approvals for business customer and insurance cases and support AR.
5. Maintain a tidy, representable customer facing area (customer lounge, service entrance), and
   
   organize the parking lot. Manage the service fleet.
6. Facilitate test drives in service, being an ambassador for new products and support in generating
   
   additional sales.
7. Manage unscheduled arrivals, VORs, complex cases and support strategic / trend based
   
   initiatives on site – ensuring smooth operations of the workshop.
8. Possess
   - depth knowledge of Tesla’s products and service operations to perform basic, visual
   
   diagnostics and accurately record repair orders into systems.
9. Partner closely with internal teams (e. g. technicians) to guarantee customers' cars are serviced
   
   efficiently and seamlessly.
10. Mentor and coach team members, ensuring a good onboarding experience for new hires and
    
    sharing best practices. Support in management activities as and when needed.

1. In-depth experience in a customer facing function within Tesla, including a strong understanding
   
   of Tesla’s presence in the local market.
2. Have
   - depth knowledge of Tesla’s service operations, processes, policies and vehicle repairs.
3. Thrive in a
   - paced,
   - changing environment with multiple priorities while maintaining
   
   attention to detail.
4. Excellent communication skills and ability to establish and maintain strong working relationships
   
   with both internal stakeholders and customers.
5. Ability to excel in a
   - based environment and achieve common goals.
6. Excellent
   - solving skills, and strong ability to take initiative and be proactive.
7. Digitally savvy – ability to adopt and adapt quickly to new technology and systems.
8. Good knowledge of MS Office.
9. Able to communicate, read, and write effectively in the English language, and [local languages]
   
   based on local market requirement.
10. Must have and continue to maintain a valid driving license and safe driving record.