Customer Experience Lead - Luxury Auto & Service

Percepta LLC; Melbourne (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Percepta LLC in Melbourne, FL is seeking a Lead Customer Experience Specialist to drive employee and customer experience, mentor teammates, and resolve complex customer issues. You will balance product knowledge with proactive service, guiding customers from inquiry to resolution across multiple channels.

The role emphasizes leadership, collaboration, and a commitment to Percepta values in a 24/7 environment.

Qualifications

• 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field.
• Excellent English language, oral and written, with grammatical knowledge and etiquette.
• Strong verbal and written communication skills.
• Ability to work calmly under pressure and handle escalated issues.

Responsibilities

• Promote company and contact center values and culture.
• Act as employee and customer advocate ensuring a positive experience.
• Receive and handle escalated customer concerns.
• Manage own work and work in a team.
• Provide leadership as coach or senior staff member.
• Resolve customer issues using available resources.

Skills

Customer service

Leadership

Communication

Mentorship

Teamwork

MS Office

Data entry

Education

High School Diploma

Associate’s or Bachelor’s degree preferred

Tools

CRM systems

Job description

Percepta LLC in Melbourne, FL is seeking a Lead Customer Experience Specialist to drive employee and customer experience, mentor teammates, and resolve complex customer issues. You will balance product knowledge with proactive service, guiding customers from inquiry to resolution across multiple channels.

The role emphasizes leadership, collaboration, and a commitment to Percepta values in a 24/7 environment.