Customer Experience Specialist

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

What You Can Expect

A Bit More About Your Role

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we :

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.