Customer Experience Specialist - Concern

Percepta•Houston, TX

20h•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support . As a Customer Experience Specialist-Concern in Houston, TX , 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 – Concern (CXSC) will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The CXSC will resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of the CXS and our client’s Brand throughout the case management process. In this role, the CXSC is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The CXSC will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The CXSC is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. The CXSC may receive general Inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed. Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence. The CXSC is responsible for meeting expected customer service levels and achieving CX objectives relative to their after-call and after-case customer survey scores. 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 their initial contact through case resolution · Act as a resource of all product knowledge and service support · Actively listens 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 · Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs · Responsible for handling emails · 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 all customer interactions · When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans · 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 · Case Management · Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution · Specialists will be trained on processes which include understanding of local laws · Specialists will need to handle cases within client’s established timeline · Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression · Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty

Requirements

High School Diploma required; Associate or Bachelor’s degree preferred
2 years of experience in a Customer Relations Contact Center or hospitality industry
High level of trust and integrity
Strong verbal and written communication skills
Detailed listening skills
Strong customer service, interpersonal and relationship building skills
Time management and ability to prioritize projects and customer needs
Conflict resolution skills – listen to the customer
Exercise good service and business judgment with end goal of customer satisfaction
Excellent English language, oral and written, with grammatical knowledge and etiquette
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to work calmly under pressure
Displays professionalism in demeanor, language and appearance
Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Ability to work through multiple computer screens
Typing Skills (minimum 30wpm)
Knowledgeable in MS Office, Email, Texting
Experience with Microsoft Dynamics (Customer Contact system) an asset

Nice To Haves

Experience in a luxury field (hospitality or brand product) a plus
Knowledge of the automotive industry a plus
Experience with Microsoft Dynamics (Customer Contact system) an asset

Responsibilities

Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
Act as a resource of all product knowledge and service support
Actively listens 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
Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs
Responsible for handling emails
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 all customer interactions
When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans
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
Case Management
Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
Specialists will be trained on processes which include understanding of local laws
Specialists will need to handle cases within client’s established timeline
Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression
Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty