Energy Resolutions Specialist

What to Expect

Tesla’s Energy Resolutions Team is looking for individuals who are passionate about improving 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.

What You’ll Do

• Provide timely resolutions for 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
• 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

What You’ll Bring

• 2 years of solar experience and 2 years of experience working on escalations
• Critical thinkers 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