Outbound Contact Specialist

Percepta•Melbourne, FL

19h•$15•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support. As an Outbound Contact Specialist 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. What You’ll Be Doing In this role, an Outbound Contact Specialist will contact customers by making outbound calls. The Outbound Contact Specialist will follow initial scripts when first engaging with the customer to advise of some of the different programs, tools, and opportunities offered by the brand. The Outbound Contact Specialist will address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure the customer’s questions are handled appropriately. Excellent customer service skills and solid problem-solving abilities are essential for success in this role. Customer interaction will be accomplished through a combination of outbound phone, email, and SMS messaging. The Outbound Contact Specialists are responsible for meeting expected customer service and client objectives. During a Typical Day, You’ll Provide exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach. Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered. Act as a resource for product knowledge and service support Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner Exhibit strong follow-up and organizational skills, in both verbal and written communication Responsible for handling customers' questions/concerns by answering customers’ questions or transferring them to the appropriate team to handle customers’ concerns When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle. Ability to reach specified production and performance expectations 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 Take part in training and other learning opportunities to expand knowledge of the company and position Adhere to all company policies and procedures Other duties as assigned

Requirements

High School Diploma required; associate or bachelor’s degree preferred
Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus
Knowledge of the automotive industry a plus
Strong verbal and written communication skills
Goal oriented
Detailed listening skills
Strong customer service, interpersonal and relationship-building skills
Time management and ability to prioritize projects and customer needs
Portray a welcoming and hospitable demeanor through the use of professionalism in language
Conflict resolution skills – listen to the customer
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 work calmly
Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
Use of technology for product education
Ability to work through multiple computer screens
Typing Skills – ability to listen and capture information at the same time
Knowledgeable in MS Office, Email, Texting
Experience with Microsoft Dynamics (Customer Contact system) an asset
Must be able to interact with all internal and external departments and contacts
Must represent Percepta and our clients brand professionally with all customers and external organizations and contacts

Nice To Haves

Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus
Knowledge of the automotive industry a plus
Experience with Microsoft Dynamics (Customer Contact system) an asset

Responsibilities

Provide exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach.
Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered.
Act as a resource for product knowledge and service support
Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
Exhibit strong follow-up and organizational skills, in both verbal and written communication
Responsible for handling customers' questions/concerns by answering customers’ questions or transferring them to the appropriate team to handle customers’ concerns
When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle.
Ability to reach specified production and performance expectations
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
Take part in training and other learning opportunities to expand knowledge of the company and position
Adhere to all company policies and procedures
Other duties as assigned