Concierge Sales Representative

Percepta•Melbourne, FL

4h•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Concierge Sales Representative working onsite 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. The Concierge Sales Representative is the Subject Matter Expert (SME) for all pre-sales inquiries/questions regarding the automotive purchase of luxury vehicles. The goal of a Concierge is to enhance the customer experience and increase our client's Brand Loyalty and Recognition by proactively promoting their luxury vehicles and services from pre-sales through purchase. The Concierge Sales Representative will also provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include (but is not limited to) the following: troubleshooting technical difficulties in the eCommerce process; providing product comparisons or other sales/marketing information; answering questions related to retailer information; brochure fulfillment; test drive appointment scheduling; incentive certificate verification; vehicle information, and updating opt-out/privacy preferences (including, not limited to, subscription and marketing inquiries).

Requirements

A High School Diploma (required); an associate or bachelor’s degree (preferred)
Minimum 1 year demonstrated sales experience in luxury brands – required
3-5 years’ experience in contact center environment – required
Strong Active Listening skills, accompanied with ability to deliver effective probing questions
Excellent oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment
Demonstrated interpersonal skills along with excellent written and oral communication skills including the capability to persuade
Ability to work in a team fostered environment
Genuine desire for interacting and building relationships
Ability to prioritize and organize work
Ability to adapt to a flexible schedule
Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word

Nice To Haves

Experience in automotive industry, hospitality and/or luxury environment preferred
Experience with dealer operations preferred
Previous exposure to highly professional office environments (medical, financial investments) a plus

Responsibilities

Multi-channel communication with current or potential customers via chat, phone (inbound/outbound), email, and SMS to assist customers with inquiries related to luxury automotive products and/or services
Explain services and special promotions to customers, including working with local retailers to support locating vehicles while adhering to all guidelines and regulations
Document every customer interaction, including follow-up requirements and resolutions or outcomes
Required to meet specified targets related to program metrics, as set by Operations Management
Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
Assist customers experiencing technical issues related to online vehicle build tools, and supporting questions regarding vehicle build, configuration, and pricing
Provide feedback/recommendations to management concerning possible problems or areas of improvement
Strive to achieve white-glove customer service with each consumer (white-glove is defined as providing or involving meticulous care, attention, or service so the consumer is instilled with knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
Knowledge, understanding, and compliance with Percepta policies and procedures
Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations