Job Details

ID #52952318
Estado Florida
Ciudad Melbourne
Full-time
Salario USD TBD TBD
Fuente Percepta
Showed 2024-11-25
Fecha 2024-11-26
Fecha tope 2025-01-25
Categoría Etcétera
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Customer Experience Specialist

Florida, Melbourne, 32901 Melbourne USA
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DescriptionAt Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist 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 DoingThe Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, 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 in 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.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. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services

Act as a resource of all product knowledge and service support

Schedule activities as required for special events

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

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

Be responsible for handling emails and chats

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

Be responsible for resolving customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).

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

Be responsible for documenting customer inquiries and concerns

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

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

What You Bring to the Role

High school diploma required; Associate or bachelor’s degree is a plus

A minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales

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

Knowledge of the automotive industry is a plus

Strong verbal and written communication skills

Strong customer service, interpersonal, and relationship-building skills

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

Typing skills (minimum of 30 words per minute)

What You Can Expect

Starting pay rate of $18.34 per hour

Health/Dental/Vision/Life Insurance

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

401(k) with company match

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 RoleThis position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.About PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:Culture of Service – to be treated like you are the customer from day oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributionsRespect – a team that is accountable, dependable, and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – be a part of our growing diverse and community-minded organization that is all about having fun!Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.Primary Location: US-FL-MelbourneReq ID: 040UQ

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