Chat Supervisor, Energy Customer Support

What To Expect
Tesla Energy Customer Support Chat Supervisors are hands-on leaders. They lead a team of highly efficient agents towards a common goal. They make sure agents follow the correct procedures, routinely coach and give direction to agents and team leads on how to improve. When an employee or team lead needs help dealing with customer concerns, Tesla Energy Supervisors may step in, offer advice, or de-escalate the customer if needed.

Supervisors should lead by example, set the expectations with agents and team leads that are in-line with Tesla’s Measures of Excellence. Supervisors are an extension of the Manager and should deliver on the Tesla brand voice; strong and professional.

This is a full-time on-site position in Henderson, NV. Relocation assistance available for candidates who are not local.

What You'll Do

Exceed minimum expectations on all KPI’s/follow ups monthly and quarterly. Communicate all relevant changes that impact the floor regarding policy and procedure

Perform case and call audits to ensure perfect customer experience and quality

Address escalations in timely manner

Conduct performance reviews, motivate team members and create strategies to boost productivity for a team size of 18 to 24 energy customer support specialists

Supporting agents/peers and other departments

Facilitate training classes, nesting the new hires, meetings, etc. and special projects

Partner with other departments to address customer concerns and provide feedback upstream to leadership

What You'll Bring

Track record of excellent communication and leadership skills

Experience using collaboration and reporting tools, such as SharePoint and MS office applications

Great organizational skills an eye for detail and the ability to make decisions that are in line with Tesla standards

Availability to work the an 8 hour shift within our Call Center hours of operation: 10:30am to 6:30pm, Monday-Friday PST

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

Aetna PPO and HSA plans > 2 medical 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 Account) HSA Contribution when enrolled in the High Deductible Aetna 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

Employee Assistance Program

Sick and Vacation time (Flex time for salary 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

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