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Company Name : Tesla
Location : Draper, UT 84020
Position : Chat Advisor, Resi Energy
Job Description : Job Description
Shift:
Wednesday – Sunday shift (not optional) 8-5pm
Through engaging and informational interactions with our customers, the Chat Advisor performs a pivotal role in ushering projects from order to installation and system activation. The primary function of this role is to be responsive to customer questions and concerns through Tesla’s chat platform leveraging superior written skills to facilitate project progression.
In providing resolution to customer concerns, Chat Advisors work cross-functionally with other internal teams to ensure a timely installation and incredible customer experience. The Chat Advisor must be a subject matter expert in the entire suite of Tesla Energy products and fully understand the complete job life cycle as they proactively provide updates and set correct customer expectations.
The ideal candidate brings high energy, a desire to learn and master new technologies and an optimistic approach to every customer interaction.
Responsibilities
Respond to high volume of customer communications through our chat platform, doing so quickly and accurately to resolve issues and push projects to installation and other critical milestones.
Provide customers and internal teams with necessary project updates, setting correct expectations to maximize customer experience and achieve business goals.
Work in a timely fashion to research customer projects and communicate with internal departments to secure answers and respond to customers.
Address any potential problems on customer accounts by utilizing critical-thinking skills to drive timely resolutions.
Utilize effective time management to assess daily workload and subsequently prioritize tasks, maximizing impact on required worklist.
Be able to resolve customers issues through written communication and ensure positive customer experience.
Be able to identify pain points in the customer process and work with internal teams to improve upon
Requirements
Ensure an incredible customer experience even when obstacles present themselves, including those outside one’s direct control.
Requirements
Bachelor’s degree or equivalent experience in a fast-paced customer facing role.
Positive and energetic, with strong writing skills.
Extremely detail-oriented, organized, resourceful and able to adapt to shifting priorities.
Self-motivated and passionate with ability to work effectively in a highly automated and collaborative environment.
Maintain high level of organization while managing high volume pipeline of customer projects, considering future implications of immediate actions for acceleration of project completion.
Strong relationship management skills and the ability to explain complex technical concepts.
Proven track record to meet or exceed targets and goals.
Ability to function autonomously, working independent of a support staff, in a fast-paced environment
Must take initiative, not accepting the status-quo to resolve customer issues.
Be resourceful; identify and utilize all available options to achieve company targets.
Understand how decisions in one area impact other departments and operational goals.
Be solution-oriented, approaching challenges or delays with optimism and creative ideas for resolution.
Proficient with standard corporate productivity tools (email, voicemail, MS Office, internet navigation, and customer relationship management).
Must be comfortable with and eager to learn about complex technologies and business processes.
Enthusiastic and passionate about the energy industry and Tesla.
Be a good person, team member, and colleague. Represent Tesla with pride and integrity.
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