Customer Experience Specialist

Percepta; Melbourne (FL); On-site; Full time

Job summary

Join a forward-thinking company as a Customer Experience Specialist, where your role will be pivotal in delivering exceptional customer service. You will engage with customers, helping them navigate their purchasing journey while ensuring their satisfaction and loyalty. This dynamic position offers the chance to work in a supportive team environment that values growth, respect, and proactive solutions. With a focus on building relationships, you will utilize your communication skills to enhance customer interactions and resolve issues effectively. If you are passionate about customer service and eager to thrive in a vibrant culture, this opportunity is perfect for you.

Benefits

Health/Dental/Vision Insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k) with company match

Vacation/Sick Time

Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Qualifications

• 2+ years of experience in customer service or sales.
• Strong verbal and written communication skills are essential.
• Knowledge of the automotive industry is a plus.

Responsibilities

• Provide exceptional customer experiences and build trust.
• Act as a liaison between customers and service support.
• Resolve customer issues using available resources.

Skills

Customer Service

Communication Skills

Interpersonal Skills

Relationship Building

Typing Skills

Education

High School Diploma

Associate Degree

Bachelor's Degree

Tools

Customer Satisfaction Tools

Job 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
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

1. 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.
2. Act as a resource of all product knowledge and service support.
3. Schedule activities as required for special events.
4. Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
5. Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction.
6. Handle inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
7. Handle emails and chats.
8. Exhibit strong follow up and organizational skills, in both verbal and written communication.
9. Resolve customer issues using all available resources, including Dealers (i.e. service personnel, subject matter experts (SMEs), leadership, and field service engineers).
10. Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
11. Document customer inquiries and concerns.
12. Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans.
13. Participate in business-related marketing and sales projects.
14. Meet specified goals as set forth by management.
15. Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
16. Work as a team player – assist other team members when in need of support.

What You Bring to the Role

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

What You Can Expect

1. Starting pay rate of $18.34 per hour.
2. Health/Dental/Vision/Life Insurance.
3. Flexible Spending Account (FSA) and Health Savings Account (HSA).
4. 401(k) with company match.
5. Vacation/Sick Time and Paid Holidays.
6. Tuition Reimbursement.
7. Employee Assistance Program.
8. Employee Discount Program.
9. Training and Development Programs (Percepta College).
10. 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, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

1. Culture of Service – to be treated like you are the customer from day one.
2. Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributions.
3. Respect – a team that is accountable, dependable, and gives you their full attention.
4. Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
5. Career Growth – lots of learning opportunities for aspiring minds.
6. Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
7. Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, 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. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.