Consulente Lead Accettazione/ Lead Service Advisor

What to Expect
- Do you want to help accelerate the world’s transition to sustainable energy?
- At Tesla, that’s our mission.

Our Lead Service Advisor is a the front-line leader for the Service experience of our customers, consistently delivering excellent results across business operations. He/ She is highly organized, and smart working as well as having a passion for our brand.

We’ve created one of the most innovative vehicles ever made, and you will push to ensure an equally innovative service experience.

We offer:

- A dynamic, safe and fast-paced environment where inclusion, learning and collaboration are key to success
- The chance to work with innovative technology and advanced tools and software
- Ongoing training and development to help you grow your skills and career
- A competitive compensation and benefits package including Tesla shares

What You’ll Do
- Be a Champion: Master the Customer experience processes to handle the customer appointments with the highest efficiency, leveraging the digital tools and boosting the Customer Satisfaction in each phase of the journey
- Lead: Organize the entire agenda of customer appointments both digitally and physically in the Service Center. Closely work with the Workshop Supervisor / Service Manager to be the main coordination point between our customers and the rest of the Service team to deliver excellence during every service visit. Lead and monitor performance consistently and be responsible for the Customer Satisfaction, reporting progress to management daily, together with any specific suggestion for improvement. Additionally, you will ensure all health and safety regulations and procedures are adhered to, for both employees and customers
- Innovate: Constantly push for implementing new initiatives, being a Sponsor of the new Tesla features and an ambassador of continuous improvement in the customer experience
- Collaborate: By partnering across teams and departments you ensure consistency in our customer experience, by meeting and exceeding individual KPIs and by helping your team. You supervise more junior team members and share best practices, you manage relevant projects at country level, you develop reporting and analytics to drive improvement actions.
- Communicate: Provide best-in-class support to the customers through their entire service journey, from first contact to when they are reunited with their Tesla vehicle. You will manage complex escalations, confidently resolving and defusing difficult conversations across all communication channels.

What You’ll Bring
- Strong focus on Customer experience: You have a solid background in a customer service role, and you are able to improve the team’s ability to deliver an excellent customer experience. You are an excellent problem solver
- Trusted and knowledgeable expertise: you have In-depth experience in a customer facing function and a strong understanding of the local market.
- You have a thorough understanding of service operations and vehicle systems and you continuously update your knowledge. You have a strong technical diagnostic knowledge, triaging vehicles and determining categorization of work based on information gathered from customers.
- Passion for the innovation: you bring ideas to improve processes and reduce efficiencies
- Analytical ability: to understand and impact key performance indicators
- Ability to engage and facilitate others to achieve and succeed
- Digitally savvy you have the ability to adopt and adapt quickly to new technology and systems. You have a good knowledge of MS Office.
- Agility: you are to perform well under pressure in a fast-paced environment, where things can change very quickly. You prioritize your time and tasks efficiently and deliver on time. You are flexible, energetic, highly organized, and proactive.
- Excellent communication skills: You communicate calmly, clearly and respectfully in English and Italian, act as a Tesla ambassador through digital channels, phone and face-to-face.
- Safe driving: We require you to hold a full valid driver’s license
- Eligibility: have the right to work in Italy