At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist (CXS) 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 
Summary

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.

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.

During a Typical Day, You’ll

Responsibilities

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, to include:Vehicle knowledge and availabilityLocal promotions for the brandAssist 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, payments, and maintenance plansParticipate in business-related marketing and sales projectsAbility to meet specified goals as set forth by managementProvide 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 assigned

Case Management

Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolutionSpecialists will be trained on processes that include understanding local lawsSpecialists will need to handle cases within the client’s established timelineSuccessful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SME’s for case progressionCritically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty

What You Bring to the Role 

Education

High School Diploma required; Associate or Bachelor’s degree preferred

Experience

2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field Experience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plus

Skills

High 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 the 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 a 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 appearance

What You Can Expect 

Pay rate of$20per hourHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
Hours of Operation

Monday –Sunday 7:00 am – 11:30 pm EST (40hrs per week)

Remote if 45miles away from our Site/ Hybrid if within 45miles (3days work from home and 2 days onsite)

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.