Consumer Marketing Consultant

TTEC•Melbourne, FL

12h•Onsite

About The Position

The Consumer Marketing Consultant (CMC) is an agent role for the Marketing Program Headquarters (MPH) Program Team. The CMC will provide customer support at various touchpoints throughout the customer journey. This includes inquiries related to product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources. The MPH Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Automotive Client Company general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Automotive Client vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience.

Requirements

High School Diploma or GED, required
1-year previous experience in sales, marketing, customer service, or any combination thereof – required
1-year previous experience in contact center environment – required
Ability to accurately type at a rate of 30 wpm required
Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Microsoft Excel and Word.

Nice To Haves

Knowledge and passion of the Automotive Industry and cutting-edge technology - preferred
Problem-solving abilities for resolving basic to complex matters
Genuine desire for interacting and building relationships.
Exhibit excellent interpersonal, written, and oral communication skills.
Present a professional and polished demeanor escorting the customer through their inquiries.
Evidence of strong previous experience in marketing and/or customer service
Ability to work in a team-fostered environment.
Self-sufficient, resourceful and works well with minimal supervision
Adaptable to a flexible schedule
Strong Active Listening skills, accompanied by delivering effective probing questions
Web-Navigation Skills in supporting and guiding customers

Responsibilities

Manage new and existing workload within the standard timeframe, as applicable to program standards.
Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and/or client.
Responsible for handling inbound customer concerns and inquiries in a timely manner.
Maintain knowledge of functional areas and company policies and procedures through desk drops and reoccurring training.
Educate the customer on client products and services.
Multi – Channel communication with current or potential Customers by phone (inbound/outbound), email and/or chat in assisting customers with inquiries about client products and/or services.
Explain services and special promotions to customers, while adhering to all guidelines and regulations.
Assist customers experiencing technical issues, which may require use of escalation resources/processes in order to resolve issues and concerns.
Provide customer support with various online tools.
Utilize various resources to obtain relevant information for customer’s inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference.
Document every customer interaction, including follow up requirements and resolutions or outcomes, within the appropriate systems/applications.
Assure that all customer contacts are properly logged into appropriate contact system, to allow for an accurate historical view of a customer’s contacts with the program.
Required to meet specified goals associated with program metrics, as set by Operations Management, which include service levels, quality standards, customer satisfaction survey results, and overall productivity, while also following all policies, procedures, and controls.
Provide feedback/recommendations to management concerning possible problems or areas of improvement.
Knowledge, understanding, and compliance with Percepta policies and procedures; product information, content, resources, training, and systems along with all applicable Federal, State, and Local laws and regulations relating to job duties.
Be receptive to feedback and coaching, as applicable and based upon set standards provided by Operations Management and Supervisors.
Participate in projects, duties, and other tasks assigned by management.
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 and increasing brand awareness.