Customer Experience Specialist

What You’ll Be Doing
The CXSC (Customer Experience Specialist – Concern) works with customers to earn and retain loyalty by showing empathy and resolving concerns quickly and pleasantly. The CXSC acts as the single point of contact for customers, handling inbound calls, managing related cases, and liaising with clients, dealerships, and subject matter experts to resolve cases efficiently. The CXSC may receive general inquiry calls, attempting to address or warm‑transfer to a CXS – Inquiry Agent as needed. Interaction is via inbound/outbound phone, email, and other correspondence. The CXSC is responsible for meeting expected customer service levels and achieving CX objectives relative to after‑call and after‑case survey scores.

During a Typical Day, You’ll:

Provide an exceptional customer experience with a focus on 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 in a professional and efficient manner.

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

Handle inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.

Handle emails.

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

Resolve customer issues using all available resources, including dealers, 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 customer satisfaction tools to resolve customer issues, e.g., financial assistance, service plans, payments, and maintenance plans.

Meet specified goals set by management.

Provide feedback to management for 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.

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 30 wpm).

Knowledgeable in MS Office, Email, Texting, and Chat.

Ability to work through multiple computer screens.

Ability 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).

Equal Opportunity Employer
Percepta is a proud 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 protected veteran status. Percepta embraces diversity and inclusion, and strives to create a valued and comfortable work environment for all employees.

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