Consumer Marketing Consultant

TTEC•Melbourne, FL

4d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As Consumer Marketing Consultant (CMC) in Melbourne, Florida, 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 Consumer Marketing Consultant (CMC) is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of Automotive Client vehicles. The goal of a CMC is to enhance the customer experience and increase Automotive Client Brand Loyalty and Recognition by proactively promoting Automotive Client products and services from pre-sales through purchase. The CMC will 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 troubleshooting technical difficulties in the eCommerce process, providing product comparisons or other sales / marketing information, answering questions related to dealership information, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, vehicle information, and updating opt out/privacy preferences (including, not limited to, Subscription and BEV inquiries).

Requirements

High School Diploma or equivalent required
Minimum 1 year demonstrated sales experience - required
Minimum 1 years’ experience in contact center environment - required
Strong Active Listening skills, accompanied with ability to deliver effective probing questions
Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence
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

Previous telemarketing experience preferred

Responsibilities

Multi-Channel communication with current or potential Customers by phone (inbound/outbound), email, in assisting customers with inquiries related to Automotive Client products and/or services
Explain services and special promotions to customers, including 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 Battery Electric Vehicles (BEV), support which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters
Provide feedback/recommendations to management concerning possible problems or areas of improvement
Strive to achieve ‘world-class’ customer service with each consumer (World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and 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