Guided Virtual Tour Specialist

TTEC•Melbourne, FL

23h•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support. As a Guided Virtual Tour Specialist 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. Hours of Operation: Tuesday - Saturday: 9:00 AM - 5:30 PM Full Time – (40 hours a week)

Requirements

High School Diploma required
Minimum 3-5 years experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
1 to 3 years of experience in an in-person or retail customer relation experience and/or luxury brand experience preferred.
Knowledge and passion for the Automotive Industry and cutting-edge technology

Nice To Haves

Associate or Bachelor’s degree preferred

Responsibilities

Conduct outbound sessions (video or phone) with major automotive clients to provide a personal onboarding experience that supplements the dealership delivery process.
Assist customers in growing their knowledge of their newly purchased/leased vehicle through their preferred communication method.
Deliver a world-class ownership experience via the customer's chosen method (phone or video conference).
Strengthen customer knowledge on specific vehicle areas they wish to learn more about at a convenient time and method.
Provide an exceptional client experience with a focus on personal onboarding by confidently discussing vehicle features, benefits, and new elements.
Act as a Subject Matter Expert on all product knowledge and service support for selected vehicles, achieved through extensive product training.
Communicate with customers upon receipt of their details, including areas of interest and preferred contact method.
Conduct personal onboarding experience sessions via phone or video with the customer.
Actively listen to the client to adjust the interaction in a casual, conversational manner, maintaining a professional yet light-hearted and unscripted demeanor.
Inform the customer they will receive a survey for feedback on the experience.
Document and/or record notable customer verbatims during the experience and provide this feedback to the USCX team.
Assist Percepta leadership in working with the CX Team to manage the overall execution of this program and provide program summaries of customer interaction findings and program metrics.
Participate in weekly meetings with Percepta Leadership and the CX Team to provide program status, updates, and opportunities for program improvement discussions.
Identify and present reimagined, out-of-the-box ideas and changes to Leaders through key metrics, including member and employee feedback.
Provide appropriate routing of calls to the CRC representative depending upon service and/or safety concerns for the customer.
Other duties as assigned.