Senior Service Advisor - Asesor de Servicio Senior , Barcelona

Job Category

Vehicle Service

Location

Barcelona

Req. ID

239381

Job Type

Full-time

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 Senior 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

• Communicate confidently with customers as a Tesla ambassador through digital channels and face-to-face to provide: Scheduling/status updates, waiter updates, and payment requirements.
• Manage escalations, confidently resolving and defusing difficult conversations across all communication channels. Advise and educate your customer on Tesla warranty policies.
• Educate customers on Product, Tesla App, repairs, billing and invoicing and answer any questions using customer-friendly language.
• Manage billing and invoicing processes at the location, following up with customers, getting approvals for business customer and insurance cases and support AR.
• Maintain a tidy, representable customer-facing area (customer lounge, service entrance), and organize the parking lot.
• Manage the service fleet.
• Facilitate test drives in service, being an ambassador for new products and support in generating additional sales.
• Manage arrival of unscheduled appointments and any surprises on site – ensuring smooth operations of the workshop.
• Possess in-depth knowledge of Tesla’s products and service operations to perform basic, visual diagnostics and accurately record repair orders into systems.
• Partner closely with internal teams (e.g. technicians) to guarantee customers' cars are serviced efficiently and seamlessly.
• Perform additional responsibilities as assigned to meet business needs.

What You’ll Bring

• Relevant experience in a customer-facing role delivering excellent service, preferably from a technical or automotive environment.
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail.
• Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers.
• Ability to excel in a team-based environment and achieve common goals.
• Excellent problem-solving skills, and strong ability to take initiative and be proactive.
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems.
• Good knowledge of MS Office.
• Able to communicate, read, and write effectively in the English language, and local languages based on local market requirement.
• Must have and continue to maintain a valid driving license and safe driving record.

Requirements

• Relevant experience in a customer-facing role delivering excellent service, preferably from a technical or automotive environment.
• Thrive in a fast-paced, ever-changing environment with multiple priorities while maintaining attention to detail.
• Excellent communication skills and ability to establish and maintain strong working relationships with both internal stakeholders and customers.
• Ability to excel in a team-based environment and achieve common goals.
• Excellent problem-solving skills, and strong ability to take initiative and be proactive.
• Digitally savvy – ability to adopt and adapt quickly to new technology and systems.
• Good knowledge of MS Office.
• Able to communicate, read, and write effectively in the English language, and local languages based on local market requirement.
• Must have and continue to maintain a valid driving license and safe driving record.

Tesla is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.

Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

Privacy is a top priority for Tesla. We build it into our products and view it as an essential part of our business. To understand more about the data we collect and process as part of your application, please view our Tesla Talent Privacy Notice.