Customer Support Specialist, Financial Operations

6 Keer bekeken

Beschrijving

What To Expect

The Customer Support Specialist is part of Tesla’s Financial Operations team and will work with customers throughout their contract life to ensure the best ownership experience. Specialists bring personalization to the lease end experience by assisting owners with any questions or requests they might have as well as customer outreach to resolve issues with customers proactively. They also serve as a resource for information for owners and other stakeholders on customers facing aspects of the financing and leasing experience in the markets we serve.

The ideal candidate will possess superior interpersonal and communication skills, unshakeable moral fortitude, and a strong awareness of appropriate behavior when supporting customers.

What You’ll Do

Work with current Tesla owners to guide them through their ownership experience including assisting in processing lease returns, buyouts, early terminations and other ad hoc requests as a second level support

Manage a pipeline of inbound and outbound customer tasks via email and telephone including arrears outreach, complaints handling and outreach campaigns to ensure customers can easily get in touch with Tesla Financial Services and receive a high level of service

Oversee the accurate maintenance of records for the portfolio of lease and finance contracts in France, Germany, and the United Kingdom

Coordinate functionally with internal teams to resolve customer queries and ensure account accuracy, identify shortcomings in processes or systems and build robust processes to support similar future requests

Contribute to customer facing resources as well as to resources for the first level support team and work with the Digital Product team to improve the ability for customers to self-serve throughout their ownership

Assist in SOX controls, month end and ad hoc activities as well as internal and external audit processes and special projects as needed

What You’ll Bring

Few years customer facing experience, experience in handling customer escalations, and a strong awareness of appropriate behavior when supporting customers

A keen interest in building and developing processes, as well as documenting and mapping these.

Strong written and verbal communication skills and ability to interact effectively with all levels of management in English. Additional skills in German or French are a plus

Strong proficiency in Microsoft Excel

Ability to work independently with a superior attention to detail

Comfort working in a fast-paced environment and juggling multiple time critical tasks

Flexibility to work overtime, including some weekends and holidays

, Tesla