Customer Experience Specialist

Percepta•Melbourne, FL

5d•$18•Onsite

About The Position

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

Requirements

High School Diploma required; associate or bachelor’s degree preferred
2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field
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 the 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 blend personality with professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Typing Skills (minimum 30wpm)
Knowledgeable in MS Office, Email, Texting, and Chat
Ability to work through multiple computer screens
Ability to work calmly under pressure
Displays professionalism in demeanor, language, and appearance

Nice To Haves

Experience in a luxury field (hospitality or brand product) is a plus
Knowledge of the automotive industry is a plus

Responsibilities

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
Act as a resource for 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 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