Mobile Service Roadside Router - Vancouver

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.
Experienced persons may have a background in emergency dispatching, roadside support, and/or high level customer service type roles. Candidates must be able to thrive in a high energy team environment managing multiple events at once, responding with urgency. You will work regularly with our Customer Support team, Roadside Assistance team and Mobile Service teams. You will partner with them to carry out Tesla’s mission of accelerating the world’s transition to sustainable energy by ensuring our customers receive the best service possible in their most sensitive time in ownership, creating lifelong customers and advocates to our brand.
What You’ll Do

• 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
• Provide highest level of verbal and written communication to the Mobile Tire and Roadside Support teams
• Manage customer expectations around response times and services provided
• 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
• Responsible for roadside response across a multi-market, assigned geographic area
• Accurately manage job information and requests into dispatch operations system and CRM
• Coordinate service with Mobile Service Technicians in urgent and non-urgent situations when needed

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