Customer Experience Manager

2 weeks ago

Montréal, Canada Tesla Full time

**What to Expect**
The role of the Virtual Store is to educate, inspire and skillfully guide Tesla’s potential customers through the vehicle and configuration and sales process in a digital manner. The Virtual Store team focuses on product knowledge, financing options, trade-ins, delivery and providing customers with a memorable customer experience. The Virtual Store Leaders are responsible for their team executing these activities at the highest possible level, while innovating and improving processes to make them more efficient and streamlined for both our advisors and customers. It is our mission to accelerate the world’s transition to sustainable transportation.

**What You’ll Do**
- Build, develop and grow a team of virtual Tesla Advisors
- Monitor employee productivity which consists of but not limited to: direct sales, delivery functions, inbound & outbound queues, incoming phone calls and ownership outreach.
- Communicate and implement all relevant changes that impact the team regarding policy and procedure
- Collaborate with other departments in efforts to clear roadblocks and build stronger relationships
- Set team and individual goals to meet expectations and manage on-going performance
- Train and mentor new team members as well as identify and mentor future team leaders
- Work on the continuous improvement of processes and procedures related with the purchase of Tesla products
- Actively coaching team members on sales conversations while providing real time feedback
- Create a fun, inclusive culture that rewards hard work, production and innovation

**What You’ll Bring**
- Bachelor’s degree or equivalent professional experience
- 3+ years of phone sales or customer service or experience in managing an inbound/outbound call center environment
- Experience in managing remote and virtual teams is an asset but not a requirement
- Self-starting entrepreneur with exceptional management and coaching skills
- Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work
- Excellent written and verbal communication skills
- Great organizational skills with an eye for detail and the ability to make decisions that are in line with Tesla standards
- Ability to work evening hours and on weekends
- Dedicated and ethical approach to sales and sales operations
- Requirement to follow Tesla Motors information security policy
- Ability to work evenings and weekends
- Valid driver’s license in the country in which you are applying, 2-year minimum driving record required with a clean driving history

Compensation and Benefits

Compensation is based on a variety of factors including but not limited to work experience, skills, certifications, etc.

Full-time Employee Benefits As a full-time Tesla employee, you will receive:

- Full benefits from day 1 for you and your eligible dependents
- Extended Health Insurance (including osteopath, psychologist, and acupuncturist)
- Vision & Dental Insurance
- Company paid Life, AD&D, short-term and long-term disability
- Group Registered Retirement Savings Plan (RRSP)
- Employee Assistance Program, Sick and Vacation time (Flex Time for salary positions), and Paid Holidays
- Back-up childcare and employee discounts

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