Mobile Service Roadside Router

4 weeks ago

Montréal, Canada Tesla Full time

What to Expect

Tesla is looking for a Mobile Service Roadside Router to work on one of the most progressive vehicle brands in the world. Your goal would be to help increase roadside response and decrease tows to Service for items that can be addressed onsite, providing a one-touch Tesla experience. We are looking for highly motivated individuals who excel in working with customers in potentially high stress environments and can work through urgent situations with precision and speed. Our Mobile Service Advisor team is the heartbeat of our team’s operation, ensuring that our fleet of technicians are strategically positioned and that their workload is efficiently lined up to create the best customer experience possible. Strong communication is a must, as this team acts as the coordinate between the Roadside Support team and the Mobile Service team.

What You’ll Do
- Responsible for roadside response across a multi-market, assigned geographic area
- Manage customer expectations around response times and services provided
- Provide highest level of verbal and written communication to the Mobile Tire and Roadside Support teams
- Coordinate service with Mobile Service Technicians in urgent and non-urgent situations when needed
- Work in a creative and pro-active manner to resolve customer flat tire events, and other roadside related concerns, using the resources at your disposal
- Partner with local Parts teams to understand inventory levels and locations
- Strategically stage and schedule the fleet ensuring they are placed in areas to efficiently respond to roadside requests and scheduled jobs continuously throughout the day
- Accurately manage job information and requests into dispatch operations system and CRM

What You’ll Bring
- High Customer Service acumen
- Strong familiarity of assigned geographic area
- Ability to work across multiple internal and external platforms to manage work (TCC, TSS, Ranger, SCA, TowBook, etc.)
- Comfortable providing constructive, real time, feedback to internal teams (Customer Support)
- Comfortable with ambiguity
- Ability to multi-task effectively
- Provide highest level of verbal and written communication
- Sense of Urgency
- Attention to Detail
- Strategic Mindset
- Strong team player

**Requirements**:

- Minimum 2 years of relevant work experience (Roadside or fleet dispatching, Service Advisor)
- Experience with working with customers who may be in a high stress scenario
- Excellent written and oral communications skills
- Ability to prioritize effectively and handle shifting priorities
- Flexible schedule: this team runs outside of normal working hours to accommodate our customer’s needs
- Experience using Dispatch Management Systems, and MS Office Suite
- Understanding of basic automotive knowledge related to chassis and wheel and tire repair/replacement
- Ability to follow oral and written instructions with attention to detail
- Willingness to learn new and innovative automotive technologies
- Willingness to cross-collaborate with neighboring markets
- Establish and maintain positive, cooperative, working relationships
- Effectively handle multiple priorities, organize workload, and meet deadlines
- Work in a team-based environment and achieve common goals

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