Customer Experience Specialist - Western Sydney

Overview

The Tesla team is dedicated to providing an outstanding customer journey throughout the sales and delivery process. As a Customer Experience Specialist, you will play an integral role in inspiring, educating, and engaging customers prior to and during their vehicle delivery experience. This position has substantial influence on Tesla's customer satisfaction and supports the rapidly expanding sales, delivery, and registration functions.

Key Responsibilities

• Greet and welcome customers warmly, ensuring their delivery day is an enjoyable and memorable event.
• Educate customers on fundamental functions and features of their Tesla vehicles.
• Support the Store Leader with delivery operations to uphold a superior customer experience.
• Manage vehicle staging and lead delivery appointments, providing personalized orientation suited to each customer’s level of comfort and learning style.
• Exhibit thorough knowledge of Tesla products, services, and local electric vehicle incentives.
• Keep updated on industry trends and best practices relevant to electric vehicles and customer service.
• Collaborate with the vehicle readiness team to execute final quality inspections before delivery.
• Offer actionable feedback to program management and stakeholders aiming to improve operational efficiency and company-wide enhancements.
• Facilitate cooperation among Sales, Service, Registration, and Remarketing teams to coordinate the delivery day seamlessly.
• Apply customer-focused skills to understand concerns professionally and empathetically.
• Address and resolve objections or challenges including issues related to vehicle charging and customer education.
• Ensure adherence to accounting standards for revenue recognition through proper coordination of delivery finalization.
• Confirm that all required local documentation is accurately completed and signed in compliance with government and revenue recognition regulations.
• Maintain accurate and timely updates in CRM systems to provide management with current delivery information.
• Contribute suggestions for improving the Tesla delivery experience and internal procedures.
• Assist with additional retail duties such as conducting test drives, hosting events, managing calls, handling trade-ins, and other retail activities as necessary.
• Maintain a professional appearance and demeanor at all times.
• Support local registration processes by ensuring accurate records and document generation aligned with registration authority requirements, processing and verifying customer records meticulously.

Required Qualifications and Attributes

• Experience in customer service is essential.
• Enthusiastic and passionate about innovations in personal transportation.
• The ability to comprehend and clearly communicate technical concepts and business issues.
• A strong team-oriented mindset with reliability and dedication.
• Excellent communication skills coupled with keen attention to detail.
• Possession of a valid driver’s license in the respective country, with at least two years of clean driving history.
• Capability to obtain local state licensing if required.
• Legal right to work full-time in the country of application.