Concierge Mobile App Specialist

TeleTech Holdings, Inc.; Melbourne (FL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k) with company match

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Per

Employee Rewards Program

Job summary

Percepta seeks a Mobile App Concierge in Melbourne, FL to deliver outstanding client experiences via mobile app support. You’ll guide users through a novel program, educating them on features, resolving issues with empathy, and collaborating with dealerships to ensure satisfaction.

The role emphasizes relationship-building, effective communication, and a proactive approach to solving problems while maintaining a high level of professionalism and customer care.

Qualifications

• Associates Degree or equivalent experience required; Bachelor's degree preferred.
• 3–5 years in training, public relations, public affairs, sales, marketing or customer service.
• Demonstrated ability to deliver exceptional customer experiences and to build client relationships.

Responsibilities

• Provide an exceptional client experience in every interaction.
• Communicate effectively in verbal and written responses to inquiries.
• Diagnose issues and provide resolutions with guidance to clients.
• Educate clients on products and services.
• Own the consumer experience from start to finish and elevate program loyalty.

Skills

Customer service

Relationship building

Communication

Empathy

Problem solving

Education

Associate degree

Bachelor’s degree preferred

Tools

Facebook

Twitter

Instagram

LinkedIn

Pinterest

Job description

At Percepta,we bring first-class service across each market we support. As aMobile App ConciergeinMelbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences while also enjoyingthe 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.

During a Typical Day, You’ll

• 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 accelerate 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.

What You Bring to the Role

• 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

What You Can Expect

• $18.34 hourly wage plus incentives
• 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

• Hours of operation are 8:00 AM - 10:00 PM EST, 7 days per week. An 8-hour shift will fall somewhere in between, 5-days per week. Must be flexible with any schedule during the hours of operation.

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. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different perspectives and allows every individual to bring value to the table in their unique way.

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