Customer Experience Specialist

TTEC•Melbourne, FL

4d•Onsite

About The Position

The Customer Experience Specialist (CXS) works with customers and prospective buyers to earn and retain their loyalty to a globally recognized provider of high-quality automotive products and services. The role builds relationships by understanding customers’ needs, concerns, lifestyles, and preferences; listening carefully; providing knowledge and resources; and resolving issues in a timely manner. The CXS is empowered to use customer satisfaction tools to address concerns and promote customer loyalty. The role serves as a single point of contact for customers seeking help with sales, product knowledge, service issues, dealer information, and resolutions. Customer interactions take place through inbound and outbound phone calls, email, chat, and other correspondence. The position is fully on-site in Melbourne, Florida.

Requirements

High school diploma.
At least 2 years of experience in customer service, call center, hospitality, public relations, or sales.
Strong verbal and written communication skills.
Strong customer service, interpersonal, and relationship-building skills.
Excellent oral and written English, including grammatical knowledge and etiquette.
Typing speed of at least 30 words per minute.

Nice To Haves

Associate or bachelor’s degree.
Experience in a luxury field, such as hospitality or brand products.
Knowledge of the automotive industry.

Responsibilities

Provide an exceptional customer experience and build trust while guiding customers from website browsing through the pre-buy experience.
Explain vehicle knowledge and availability, local promotions, vehicle specifications, customer-dealer connections, products, and services.
Act as a resource for product knowledge and service support.
Schedule activities as required for special events.
Listen actively and guide customer interactions in a professional and efficient manner.
Act as a liaison among customers, service support, and dealerships, following up to ensure customer satisfaction.
Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner.
Handle customer emails and chats.
Resolve customer issues using available resources, including dealers, service personnel, subject matter experts, leadership, and field service engineers.
Promptly return email and voicemail messages and follow up with customers and dealers as committed.
Document customer inquiries and concerns.
Use applicable customer satisfaction tools, including financial assistance, service plans, payments, and maintenance plans, to resolve customer issues.
Participate in business-related marketing and sales projects.
Meet goals established by management.
Provide management with feedback to support continued and improved department performance and growth.
Assist other team members when they need support.