Energy Resolutions Specialist

What to Expect

Tesla's Escalations and Resolutions Team is looking for individuals who are passionate about improving the customer experience. In this role you will handle escalated and complex customer issues and use the customer's voice as a compass to drive process improvements and eliminate root cause defects. As part of the team, you will gain a broader business perspective by collaborating with Customer Support/Sales, Energy Operations, Finance, and other interdepartmental teams.

• Provide timely resolutions to customer complaints that have escalated to the highest level within the organization
• Exercises a large degree of discretion and judgement when evaluating cases, mitigating installation risks and losses as well as exposure
• Adhere to the department's preset service levels with a proactive approach in managing workload with minimal supervision
• Provide timely resolutions to customer complaints that have escalated to the highest level within the organization
• Adhere to the department's preset service levels with a proactive approach in managing workload with minimal supervision
• Research and analyze the root cause of customer escalations and partner with business teams for mutually beneficial resolutions to improve customer experience
• Serve as a subject matter expert for the department by demonstrating extensive knowledge of case administration and business processes
• Present escalation cases at approval meetings, with proposed resolutions and solutions and work with counsel and businesses that address customer complaints.
• Must be well versed in contract terminology to understand financial implications and installation specifications
• Exercises a large degree of discretion and judgement when evaluating cases, mitigating installation risks and losses as well as exposure

• 2 years of solar experience and 2 years of experience working escalations
• Critical thinker with demonstrated ability to consider opposing perspectives
• Ability to interact in a team environment and demonstrate flexibility to adapt to quickly changing business needs
• Ability to work independently to make decisions and solve problems but able to enjoy working in a team-oriented environment
• Confident and professional demeanor; well-developed customer service skills
• Detail-oriented, analytical, proactive approach to problem-solving and root cause identification, with exceptional organizational skills
• Advanced written and verbal communication skills;
  
  Intermediate Mathematical skills
• Confident and professional demeanor; well-developed customer service skills

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program