Why work for Percepta?As a Percepta team member you'll enjoy the following:Paid training on the latest technologyFun, talented and witty teammatesKnowledgeable, encouraging and present leadershipFamily-friendly environmentFree-spirited, theme-based employee eventsA diverse and community-minded organizationCareer growth and learning opportunities for aspiring mindsand, yes- all of the competitive pay, medical and vacation benefits you'd expect from a best-in-class global solutions provider!Position Summary The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customer, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer s needs, concerns, lifestyle and preferences by carefully listening to the customer, providing knowledge and resources and resolving issues in a timely basis. In this role the CXS is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. This position is a Single Point of Contact (SPOC) for customers to address sales, product knowledge, service issues, dealer information and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email and chat sessions. The CXS will also assist with marketing projects that create inquiries from potential buyers and current owners. Duties and Responsibilities Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:Vehicle knowledge and availabilityPrice buildingLocal promotions for the brandScheduling test drives, following up with the Dealer the day prior and Customer 2 days after the test drive dateAssist with specifications of vehicleAssist with customer/Dealer connectionEducate the customer on products and servicesAct as a resource of all product knowledge and service supportScheduling activities as required for special events Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between customer, service support and dealership by following up to ensure customer satisfactionResponsible for handling inbound customer calls regarding sales and service in a helpful, courteous and professional manner, displaying knowledge and concern for their needsResponsible for handling emails and chatsExhibit strong follow up and organizational skills, in both verbal and written communicationResponsible for resolving customer issues using all available resources, including Dealers (i.e. Service Personnel, Subject Matter Experts , Leadership, and Field Service Engineers)Return all email and voice mail messages promptly and follow up with customers and dealers as committedResponsible for documenting customer inquiries and concerns When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments and maintenance plansParticipate in business related marketing and sales projectsAbility to meet specified goals as set forth by leadershipProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player assist other team members when in need of supportOther duties as assignedEducationHigh School Diploma required; Associate s or Bachelor s degree preferredExperienceExperience, appreciation and/or passion for trucks - luxury, function and utility2 years of experience in a Contact Center, hospitality industry, or PR/Sales field Knowledge of the automotive industry a plusExperience in a luxury field (hospitality or brand product) a plusHigh level of trust and integrityStrong verbal and written communication skillsDetailed listening skillsStrong customer service, interpersonal and relationship building skillsTime management and ability to prioritize projects and customer needsConflict resolution skills listen to the customerExercise good service and business judgment with end goal of customer satisfactionExcellent English language, oral and written, with grammatical knowledge and etiquetteAbility to sway the opinion of others through verbal and/or written correspondenceAbility to blend personality with professional demeanor to provide the customer with a comfortable conversationUse of technology for product resourcing to resolve customer issuesTyping Skills (minimum 30wpm)Knowledgeable in MS Office, Email, Texting and ChatAbility to work through multiple computer screensAbility to work calmly under pressureDisplays professionalism in demeanor, language and appearanceOther Call center environment, open 24/7Must be able to interact with all internal and external departments and contacts Must represent Percepta professionally with all customers and external organizations and contacts Associated topics: club, gerber, inbound, inside sales representative, insurance agent, life insurance, marketing, outbound, telemarketer, vacation
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.