Customer Experience Specialist - Melbourne - Percepta

    Percepta
    Percepta Melbourne

    4 days ago

    Description

    At Percepta, we bring first-class service across each market we support. As a Customer Experience 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.

    What You'll Be Doing

    Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.
    The Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, 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.

    During a Typical Day, You'll

    Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
    Act as a resource of all product knowledge and service support
    Schedule activities as required for special events
    Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
    Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
    Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
    Be responsible for handling emails and chats
    Exhibit strong follow up and organizational skills, in both verbal and written communication
    Be responsible for resolving customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).
    Return all email and voice mail messages promptly and follow up with customers and dealers as committed
    Be responsible for documenting customer inquiries and concerns
    Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
    Participate in business-related marketing and sales projects
    Meet specified goals as set forth by management
    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

    What You Bring to the Role

    High school diploma required; Associate or bachelor's degree is a plus
    A minimum of 2 years of experience in customer service, call center, hospitality, or public relations, or sales
    Experience in a luxury field (hospitality or brand product) is a plus
    Knowledge of the automotive industry is a plus
    Strong verbal and written communication skills
    Strong customer service, interpersonal, and relationship-building skills
    Excellent English language (oral and written), with grammatical knowledge and etiquette
    Typing skills (minimum of 30 words per minute)

    What You Can Expect

    Starting pay rate of $18.34 per hour
    Health/Dental/Vision/Life Insurance
    Flexible Spending Account (FSA) and Health Savings Account (HSA)
    401(k) with company match
    Vacation/Sick Time and Paid Holidays
    Tuition Reimbursement
    Employee Assistance Program
    Employee Discount Program
    Training and Development Programs (Percepta College)
    Employee Rewards Program (Perci Perks)

    A Bit More About Your Role
    This position is a single point of contact 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 other correspondence.

    About Percepta

    Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

    Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

    • Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
    • Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
    • Leave it better – We take ownership and leave every process, person, and place better than we found it.
    • Win together – We succeed as one—celebrating, supporting, and showing up for each other.
    • Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

    Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. xhuatnn As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

    #LI-onsite

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