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 part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
The Customer Experience Specialist – Concern (CXSC) will work with customers to earn and retain their loyalty by showing empathy and resolving their concerns in the fastest and most pleasant way possible. The CXSC resolves a range of concerns by listening carefully and leveraging skills learned during training combined with knowledge‑base tools to ensure questions are answered and customers maintain a positive view of the CXS and our client’s brand throughout the case‑management process.

In this role, the CXSC is the single point of contact for the customer, handling initial inbound calls and managing related cases. The CXSC liaises with clients, dealerships, and subject‑matter experts as needed to resolve cases quickly and is empowered to make decisions using customer‑satisfaction tools to ensure loyalty.

The CXSC may receive general inquiry calls and attempt to address them or warm‑transfer them to a CXS – Inquiry Agent (CSXI) as needed.

During a Typical Day, You’ll

Provide an exceptional customer experience, building trust and enthusiasm while guiding the customer from initial contact through case resolution.

Act as a resource of all product knowledge and service support.

Actively listen to the customer while controlling the interaction to lead the customer professionally and efficiently.

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

Handle inbound customer calls in a helpful, courteous, and professional manner.

Handle emails.

Exhibit strong follow‑up and organizational skills in both verbal and written communication.

Resolve customer issues using all available resources, including service personnel, subject‑matter experts, leadership, and field‑service engineers.

Return all email and voicemail messages promptly and follow up with customers and dealers as committed.

Document all customer interactions.

Use applicable customer‑satisfaction tools to resolve issues – tools include financial assistance, service plans, payments, and maintenance plans.

Meet specified goals set by management.

Provide feedback to management for continued performance improvement of the department.

Work as a team player and assist other team members when needed.

Perform other duties as assigned.

What You Bring To The Role

High school diploma required; associate or bachelor’s degree preferred.

At least 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.

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 influence others through verbal and/or written correspondence.

Ability to blend personality with professional demeanor to provide a comfortable conversation.

Competence in using technology for product resourcing to resolve customer issues.

Typing skills (minimum 30 wpm).

Knowledgeable in MS Office, email, texting, and chat.

Ability to work across multiple computer screens.

Ability to work calmly under pressure.

Displays professionalism in demeanor, language, and appearance.

Other

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.

What You Can Expect

Starting pay of $18.34/hr.

Health, dental, vision, and 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).

Percepta is an equal‑opportunity employer. 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.

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