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Inbound Sales Support/Customer Support
Ref No.: 18-15704
Location: Las Vegas, Nevada

Responsibilities:

 

· Communicate with our current and prospective customers via phone and email to support and prepare customers for their vehicle purchase.

We want customers to feel comfortable and excited about joining the client family.

· Plan to maximize and leverage phone time, adhering to activity metrics, call flows, and utilizing available resources to solve issues quickly and efficiently

· Provide feedback and recommendations on communication efforts based on direct experiences with potential clients

· Accurately record customer conversations consistently and efficiently in our Customer management tools.

SHIFTS:

23 openings: Mon-Fri 7:00 am – 4:00 pm

5 openings: Tues-Sat 9:00 am – 6:00 pm

7 openings: Sat-Wed 9:00 am – 6:00 pm

11 openings: Thurs-Mon 9:00 am – 6:00 pm

14 openings: Mon-Fri 11:00 am – 8:00 pm

- The team is currently taking on more calls than they can handle

- The calls are from customers who are in the pre delivery phase meaning they have either not purchased yet and they are new customers or they have purchased and are still waiting for their cars to be delivered

- Candidates will need to be able to handle 8+ calls per hour consisting of finding resolutions to basic customer questions regarding their already reserved cars or assisting new customers who are interested in purchasing a Tesla.

- This position is very customer service oriented, so they want candidates who are friendly, comfortable on the phone, well-polished and articulate.

o An example given was to think of the customer service when you shop at Nordstrom vs. when you shop at Target, Wal Mart, etc. They are looking for candidates who can provide that Nordstrom type of customer experience.

- Candidates ideally have experience with high volume calls, which includes calls from upset customers sometimes. The managers want to make sure that candidates can handle difficult calls in a calm manner.

o Ex. There are customers who have been waiting for a long time to receive their cars who might see their neighbor receive a Tesla and placed their reservation the same day

- They also prefer candidates who are customer centric and reliable (meaning they show up every day to their shift).

- Basic computer skills are also very important to have. Candidates need to know how to copy and paste, create spreadsheets, navigate through Tesla's website with ease.