Electric Vehicle Customer Experience Specialist

Percepta LLC; Dearborn (MI); Hybrid; USD 51,577,000 - 63,039,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Matching

Vacation/Sick Time

Paid Holidays

Employee Assistance Program

Training and Development (Percepta)

Job summary

Percepta LLC is seeking an Electric Vehicle Customer Experience Specialist in Dearborn/Allen Park, MI. You will guide customers from the website through the pre-buy experience, provide product knowledge, and connect customers with dealers and service teams to resolve issues.

Role requires strong communication, time management, and problem-solving skills; the position offers a hybrid work schedule (3 days remote, 2 onsite) and a comprehensive benefits package.

Qualifications

• High School Diploma required; Associate or Bachelor’s degree preferred.
• 2 years of experience in a Customer Relations Contact Center, hospitality, or PR/Sales field.
• Experience in a luxury field or knowledge of automotive industry is a plus.

Responsibilities

• Provide an exceptional customer experience and build a relationship of trust and enthusiasm with customers from initial contact through pre-buy process and beyond.
• Handle inbound/outbound calls, emails, and chats to resolve sales and service inquiries in a professional manner.
• Serve as a Single Point of Contact for customers to address sales, product knowledge, and service issues; coordinate with dealers and service personnel.
• Document customer inquiries, follow up on timelines, and use customer satisfaction tools to resolve issues.

Skills

Customer service

Communication skills

Time management

Problem solving

MS Office / Email / Chat

Education

High School Diploma

Associate or Bachelor’s degree preferred

Tools

MS Office

Email

Job description

Job Description - Electric Vehicle Customer Experience Specialist (04E7D)

Requisition Title

Electric Vehicle Customer Experience Specialist ( 04E7D )

US-MI-Dearborn

At Percepta, we bring first-class service across each market we support. As aElectric Vehicle Customer Experience Specialist (CXS)in Allen Park, MI, 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 Electric Vehicle 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

• 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 availability
• Local promotions for the brand
• Assist with specifications of vehicle
• Assist with customer/Dealer connection
• Educate the customer on products and services
• Act as a resource of all product knowledge and service support
• Scheduling activities as required for special events
• Actively listens 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
• Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• Responsible for handling emails and chats
• Exhibit strong follow up and organizational skills, in both verbal and written communication
• Responsible 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 committed
• Responsible 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 plans
• Participate in business-related marketing and sales projects
• Ability to 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
• Other duties as assigned

Case Management

• Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
• Specialists will be trained on processes that include understanding local laws
• Specialists will need to handle cases within the client’s established timeline
• Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SME’s for case progression
• Critically 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 plus

Knowledge of the automotive industry is a plus

Skills

High level of trust and integrity

Strong verbal and written communication skills

Detailed listening skills

Strong customer service, interpersonal, and relationship-building skills

Time management and ability to prioritize projects and customer needs

Conflict resolution skills – listen to the customer

Exercise good service and business judgment with the end goal of customer satisfaction

Excellent English language, oral and written, with grammatical knowledge and etiquette

Ability to sway the opinion of others through verbal and/or written correspondence

Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation

Use of technology for product resourcing to resolve customer issues

Knowledgeable in MS Office, Email, Texting, and Chat

Ability to work through multiple computer screens

Ability to work calmly under pressure

Displays professionalism in demeanor, language, and appearance

What You Can Expect

Pay rate of $20.00 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

Employee Assistance Program

Training and Development Programs (Percepta College)

A Bit More About Your Role

Hours of Operation: Monday –Sunday 7:00 am – 11:30 pm EST (40hrs per week) (24/7 Hours)

Hybrid (3 days work from home and 2 days onsite) 100% Onsite during training

Established in 2000 as a joint venture with TTEC, Percepta 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 vista points and allows every individual to bring value to the table in their unique way.

From its inception, Percepta LLC 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 wesupport.