Customer Purchase Survey Representative

Percepta•Asheville, NC

6d•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Customer Purchase Survey Representative, in Asheville, NC, 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 Customer Purchase Survey Representative works under the direct supervision of the Customer Operations Supervisor; responsible for providing timely and professional outbound contacts with the client’s vehicle owners to remind them of upcoming surveys regarding the purchase of their new vehicle at periodic intervals. Responsible for learning and executing the complete outbound call handling process as well as transferring current issues with the customers vehicle to the Customer Relationship Center (CRC) inbound team. Responsible for meeting expected customer service levels; supports business performance goals of the Asheville Customer Center by promoting professional engagement around the purchase and experience of luxury automotive vehicle owners via telephone.

Requirements

High school diploma or GED required
One (1) year customer service experience preferred
Experience in Customer Service greatly preferred
Strong written and oral communication skills with all levels of the organization
Strong customer service, interpersonal and relationship-building skills
Strong multi-tasking skills
Strong organizational, time management, planning and problem-solving skills
Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision
Ability to demonstrate a high degree of professionalism
Working knowledge of computers
Experience with Customer Contact systems an asset
Must be able to interact with all internal and external departments and contacts
Must represent Percepta professionally with all clients and external organizations and contacts

Responsibilities

Promptly processes and execute outbound calls from client provided lead lists.
Transfers all inquiries, issues, concerns, or questions to the inbound Customer Relationship Center (CRC) team, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure outbound service level metrics are achieved
Communicate professional, grammatically correct information to customer inquiries and concerns regarding the pending survey; educate the customer on survey procedures and expectations
Place outbound calls to customers to appropriately educate the customer regarding importance of the upcoming purchase survey
Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner
Act as a point of transfer to the inbound Customer Relationship Center (CRC) team for issues, inquiries, concerns, and questions regarding luxury automotive products
Ensure that all customer contacts are properly logged into the CRC’s outbound contact system, to allow for an accurate historical view of customer’s contacts with the Purchase Survey team; appropriately dispositions outbound call attempts and maintains appropriate number of attempts as required