Customer Experience Specialist

At Percepta,we bring first-class service across each market we support. As a Customer Experience Specialist (CXS) on-site in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customer, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues on a timely basis. In this role, the CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

During a Typical Day, You’ll

Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:

Vehicle knowledge and availability

Local promotions for the brand

Assist with the specifications of vehicles

Assist with customer/Dealer connection

Educate the customer on products and services

Act as a resource for all product knowledge and service support

Scheduling activities as required for special events

Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner

Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction

Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs

Responsible for handling emails and chats

Exhibit strong follow-up and organizational skills, in both verbal and written communication

Responsible for resolving customer issues using all available resources, including Dealers, i.e., Service Personnel, Subject Matter Experts, leadership, and Field Service Engineers.

Return all email and voice mail messages promptly and follow up with customers and dealers as committed

Responsible for documenting customer inquiries and concerns

When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans

Participate in business-related marketing and sales projects

Ability to meet specified goals as set forth by management

Provide feedback to management for the continued and improved performance of the department to foster positive results and growth

Work as a team player – assist other team members when in need of support

Other duties as assigned

Practical application of time management is critical, as specialists will focus on handling cases from initial concern to resolution

Specialists will be trained in processes that include an understanding of local laws

Specialists will need to handle cases within the client’s established timeline

Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SMEs for case progression

Critically important to agent success and customer satisfaction is keeping our promise. Agents must follow up with customers with updates and timelines. Missing timelines to follow up leads to poor customer experience and diminished brand loyalty

What You Bring to the Role

High School Diploma required; associate or bachelor’s degree preferred

2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field

Experience in a luxury field (hospitality or brand product) is a plus

Knowledge of the automotive industry is a plus

High level of trust and integrity

Strong verbal and written communication skills

Detailed listening skills

Strong customer service, interpersonal, and relationship-building skills

Time management and ability to prioritize projects and customer needs

Conflict resolution skills – listen to the customer

Exercise good service and business judgment with the end goal of customer satisfaction

Excellent English language, oral and written, with grammatical knowledge and etiquette

Ability to sway the opinion of others through verbal and/or written correspondence

Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation

Use of technology for product resourcing to resolve customer issues

Typing Skills (minimum 30wpm)

Knowledgeable in MS Office, Email, Texting, and Chat

Ability to work through multiple computer screensAbility to work calmly under pressure

Displays professionalism in demeanor, language, and appearance

What You Can Expect

Starting pay of $18.34/hr.

Health/Dental/Vision/Life Insurance

Flexible Spending Account (FSA) and Health Savings Account (HSA)

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Percepta College)

Employee Rewards Program (Perci Perks)

A Bit More About Your Role

Call center environment

Must be able to interact with all internal and external departments and contacts

Must represent Percepta professionally with all customers and external organizations and contacts

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#J-18808-Ljbffr