Mobile App Specialist

Percepta•Melbourne, FL

16h•Onsite

About The Position

At Percepta, we bring first-class service across each market we support. As a Mobile App Concierge in Melbourne, Florida, 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 Mobile App Concierge builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application, whether it is via phone, chat, or online chat. The concierge will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for consumers to build a strong loyalty to the program. The concierge will be focused on building relationships with their clients and providing an outstanding experience where clients are delighted.

Requirements

Associates Degree along with equivalent position related experience required. Bachelor’s degree preferred.
Communications, Public Relations, Marketing, or related field of study preferred.
Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
Exceptional customer service
Automotive Industry
Cutting edge technology
Excellent communication skills
Passionate and confident over the phone
Comfortable with email, text, or any written form of communication
Savvy and demonstrate creative solutions
Present a professional and polished yet friendly appearance
Speed and accuracy when typing
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to adapt communication style to fit the style of others
Ability to diagnose issues quickly and resolve with patience and empathy
Demonstrated ability to interject personality into written content without crossing professional boundaries
Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
Brings an energetic and collaborative mind set to the team
Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients
Strong customer service, interpersonal and relationship-building skills
Ability to provide Subject Matter Expert experience to fellow colleagues
Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology

Responsibilities

Provide an exceptional client experience in every interaction.
Communicate effectively in both verbal and/or written responses to client inquiries
Provide insightful advice and direct support to consumers in need. Diagnoses of issues and provide resolution with teaching and guidance.
Partners with legacy app owners for troubleshooting and resolution.
Educate the client on products and services.
Researches and resolves billing or payment issues. Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.
Act as a liaison between clients and dealerships, providing excellent service to both by following up with open cases.
Participate in projects, responsibilities, and other tasks assigned by management.
Identifies and presents out of the box ideas and changes to other Concierge and Leaders that will ensure this program is a world class experience.