Customer Service Advisor
Tesla
Total years of experience :12 years, 3 Months
Answer Phone Calls, Emails and Drive In’s to address any customer concern with the highest level of response and attention
Determine if technical solution can be resolved over the phone; escalate immediately to Shop Foreman / Service Manager to provide immediate attention
Accurately record issues and data into Dealer Management System. Attention to detail critical
Conduct Transactions w/ system; walk customer through correction and provide summary
Communicate estimated completion time, regular updates and follow through on each customer vehicle
Coordinate the detail of every vehicle prior to delivery Coordinate the delivery time or pick up with each customer
Follow up with Customer on services provided; ensure they are satisfied with the work performed
Allocate the workload to assigned team.
• Ensure adequate maintenance of tools, equipment, and other materials in the department.
• Ensure that the area is adequately staffed to achieve objectives and that technicians are supplied with the necessary equipment to perform the required tasks.
• Assess impact of delays, interruptions or changes in plans and implement appropriate courses of action to minimize issues.
• Provide advice and technical assistance to team members.
• Analyze current procedures and activities to identify and present opportunities for improvement.
• Orient new team members (e.g. explain work hours, procedures, use of equipment etc) to familiarize them with work surroundings.
• Explain job expectations and procedures to ensure that new team members understand their respective duties.
• Coach and develop the job-related skills of team members to facilitate improvements in their job performance.
• Maintain good relationships with customers by meeting and exceeding their expectations.
• Ensure that all the technicians are with up to date trainings.
-Act as a point of contact between the BMW Regional office and the dealership, including handling and reporting of concern escalations.
-Provide assistance to workshop team on escalated concerns and provide on-site remedy.
-Handling and maintaining Technical campaigns report and ensure parts availability as needed.
-Handling reporting tool (PuMA) for the importership.
-Assisting Technical Manager for all related work requirements
University Second Rank holder in Automobile engineering
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