Energy Resolutions Team Lead Tesla - 3.3 Henderson, NV Job Details Full-time 15 hours ago Benefits Commuter assistance Health savings account AD&D insurance Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Flextime Adoption assistance Employee assistance program 401(k) matching Employee discount Benefits from day one Pet insurance Qualifications Research Full Job Description What to Expect The Energy Resolutions Team Lead at Tesla plays a critical role in managing high-priority, escalated customer cases within the Energy organization. This individual is responsible for resolving complex customer issues related to escalations and retention, performing in-depth research and analysis to identify solutions that both address customer concerns and mitigate potential risks to the business. Team Leads act as a key support resource for their team, assisting peers in troubleshooting customer concerns, guiding investigations, and recommending effective, customer-focused resolutions. They serve as a liaison between front-line agents and leadership, proactively identifying recurring issues, process gaps, and business risks, and providing actionable feedback to improve operations. In addition to casework, Energy Resolutions Team Lead contributes to the growth and development of the team by sharing expertise, mentoring new hires, and helping train fellow agents. Their focus on knowledge sharing and team development helps build confidence, autonomy, and success across the department. What You'll Do Serve as a subject matter expert for the department by demonstrating extensive knowledge of case administration and business processes Proactive in process improvement and critical thinking to improve the team's efficiency and financial impact

Customer Issue Resolution:

Handle escalated customer complaints and disputes related to energy services, ensuring timely and effective solutions that align with company policies and regulatory standards

Mediation and Negotiation Support:

Assist in mediating disputes by acting as a liaison between the customer, their legal counsel, and internal teams, aiming for mutually beneficial resolutions

Escalation Protocols:

Develop and follow protocols for identifying cases that require legal involvement, ensuring seamless handoff to appropriate internal legal teams or external counsel when necessary

Training and Guidance:

Train other team members in best practices for handling escalated cases and interacting with legal professionals, fostering a department-wide capability for such scenarios

Reporting and Analysis:

Prepare reports on escalated case trends, outcomes, and attorney interactions to identify systemic issues and recommend process improvements within the energy resolutions framework What You'll Bring 2+ years as an Associate Energy Resolutions Specialist to qualify for a promotion Understand all areas of Energy Resolution Cases to help support their team Experience in knowledge transfer and coaching other team members Critical thinking, solutioning, and presentation skills Time management/task management skills In depth knowledge for both Energy Resolutions, Energy Customer Support, and Field Team processes/procedures Effectively collaborate across multiple departments Compensation and Benefits 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 Tesla is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. Tesla is also committed to working with and providing reasonable accommodations to individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.