Area Front Office Leader, Collision - Oakville, Canada - Tesla

Description

In this role, you will assist the GM's in managing a team of Customer Service Representatives who are responsible for maintaining Accounts Receivable balances, following up with Insurance Companies and vehicle owners on unpaid balances, auditing accounting ledgers and repair order file maintenance and compliance. You will also help coordinate new store openings, facilitate initial supply orders, initiate, and follow up on building maintenance requests and capital improvement projects as it pertains to your role and requested. You will be measured on your area's performance, strategic agility, and ability to drive results with a relentless focus on our customers and building a strong team on a foundation of trust.

Role is primarily focused on Greater Toronto and Montreal Areas, requiring travel as needed, some U.S. travel may be required.

• Monitor customer drop schedule based on Front of House and Technical Headcount. Assist with Managing a team of Customer Service Representatives while monitoring Team Customer Satisfaction, Performance KPI's such as, Key to Key - (from initial appointment creation to file preparation, vehicle drop off, during repair communication and post-delivery survey-based customer feedback)
• Facilitate sharing and standardization of best practices across area(s) supported. Provide field feedback as required including staffing requirements for front of house
• May require assisting with sourcing local vendors needed for initial shop set up, consumables and potential sublet partners (ex. weld gas, forklift training, detail/tint removal sublet vendors etc....)
• May require assisting with assessing office equipment and furniture needs, phone ordering and set up. Work with technical Training Coordinator and Technicians to secure dates for required learning and Tesla certifications
• May require assisting with review and submittal of shop supply order. Track inbound IT equipment for new hires, coordinate start location and laptop set up as well as staff Orientation as required
• Assist with the cultivation of relationships with our other SSD partners (ex. nearby Service Centers). Utilize Tesla ticketing system to create and follow up on shop maintenance needs not covered by a National Account; Communicate regular maintenance schedule to Site Leadership and affected departments as required

• Strong office skills and prior collision office management or supervisory role is preferred
• Proven track record of at least three years Accounts Receivables experience in the collision industry is preferred
• Ability to prioritize multiple responsibilities and locations while adhering to business-critical deadlines
• Excellent written and verbal communication skills. Dedicated and ethical approach to business operations
• Ability to develop collaborative relationships acting as a well-respected, trusted partner with whom others want to work
• Strong knowledge of collision and insurance process, relevant to this position