Area Front Office Leader, Collision

5 months ago

Oakville, Canada Tesla Full time

What to Expect
In this role, you will be managing a team of Customer Service Representatives who are responsible for maintaining Accounts Receivable balances with, following up with Insurance Companies and vehicle owners on unpaid balances, auditing accounting ledgers and repair order file maintenance and compliance. You will also help coordinate new store openings, facilitate initial supply orders, initiate, and follow up on building maintenance requests and capital improvement projects. You will be measured on your area’s performance, strategic agility, and ability to drive results with a relentless focus on our customer, building a strong team on a foundation of trust.

What You’ll Do
- Monitor customer drop schedule based on Front of House and Technical Headcount. Manage a team of Customer Service Representatives while monitoring Team Customer Satisfaction, Performance KPI’s such as, Key to Key - (from initial appointment creation to file preparation, vehicle drop off, during repair communication and post-delivery survey-based customer feedback)
- Facilitate sharing and standardization of best practices across area(s) supported. Provide field feedback as required including staffing requirements for front of house
- Assist with sourcing local vendors needed for initial shop set up, consumables and potential sublet partners (ex. weld gas, forklift training, detail/tint removal sublet vendors etc. )
- Assist with assessing office equipment and furniture needs, phone ordering and set up. Work with technical Training Coordinator and Technicians to secure dates for required learning and Tesla certifications
- Assist with review and submittal of initial shop supply order. Track inbound IT equipment for new hires, coordinate start location and laptop set up as well as Day 1 Orientation as required
- Assist with the cultivation of relationships with our other SSD partners (ex. nearby Service Centers). Utilize Tesla ticketing system to create and follow up on shop maintenance needs not covered by a National Account; Communicate regular maintenance schedule to Site Leadership and affected departments

What You’ll Bring
- Strong sales skills and prior collision office management is preferred
- Ability to prioritize multiple responsibilities and locations while adhering to business-critical deadlines
- Excellent written and verbal communication skills. Dedicated and ethical approach to business operations
- Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work
- Strong knowledge of collision process, software systems relevant to this position
- Ability to travel within specified markets in Canada and U.S
- A valid driver’s license is recommended due to travel to and from sites as needed

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