Email Customer Service Representative

The Commerce Support Specialist within Tesla’s Customer Experience Team, is responsible for ensuring the end to end journey, from when a customer shops for an item-to when they receive and start using the product, is seamless and lives up to Tesla’s exceptional standards. The role will also support operational activities for the Tesla commerce program as needed, reporting to the Accessories Order Admin Manager.

Responsibilities

• Reviewing omni-channel customer inquiries, diagnosing the cause impacting the customer experience, and collaborating with subsequent groups to remedy the issue.
• Responding to customers with the utmost professionalism and timeliness.
• Specialization in the Tesla aftermarket commerce experience… This is a customer facing role that must be proficient in vehicle accessories, charging equipment, apparel, the website experience, shipment process flow, and product use.
• Contacting customers whose orders contain backordered items and providing ETAs.
• Working with group leadership and the parts distribution centers to resolve shipment issues.
• Return processing; this entails learning the current process and helping develop improvements.
• De-escalation and resolution of customer service issues. This role represents the company and the commerce program, thus conduct must be customer-centric, ethical, and empathetic while acting in accordance with the highest standards at Tesla.
• Being accountable for one’s own performance, striving for constant improvement, self-development, and positively impacting the team as a whole.

Additional Responsibilities

• Assisting Service Centers and other internal teams with commerce related requests.
• Documenting notable commerce issues for discussion and providing feedback for: site, product, and experience improvements.
• Providing hands-on support as necessary during product/systems development, initial launch, and on-going activities.

Requirements

• Associates degree or higher in a relevant area of specialization, or equivalent experience with examples of exceptional ability.
• Proficiency in a business management suite that performs retail order management, consumer invoicing, and order tracking. Experience in SAP, Reynolds & Reynolds, ADP Lightspeed, or similar applications used in a retail environment are a plus.
• 2 years of relevant job experience, preferably in the automotive, customer service, or consumer product industry.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook are a big plus.
• Strong communication, organization, and documentation skills are mandatory
• High proficiency and practical working experience with online retail operations
• The ability to research information, solve challenging problems, and coordinate projects under tight timing constraints.
• The ability to manage and prioritize deliverables with minimal direction.
• Experience with website design/e-commerce a plus.
• Additional languages are a plus (French and Spanish speakers needed)

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• No nights
• Overnight shift

Weekly day range:

• Weekend availability

Work setting:

• In-person

Ability to commute/relocate:

• Draper, UT 84020: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Marketing: 1 year (Preferred)

Language:

• French (Preferred)
• Spanish (Preferred)

Work Location: One location

• Health insurance