(Internal) Lead Customer Experience Specialist

Percepta; Melbourne (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

Percepta in Melbourne, Florida seeks a Lead Customer Experience Specialist to elevate customer care and support CX Specialists with expert product knowledge. You will participate in addressing customer inquiries, guiding escalated cases, and promoting a collaborative team culture across the contact center.

The role emphasizes problem solving, a customer-first mentality, and a family-oriented environment within a unique Percepta culture.

Responsibilities

• Supports CX Specialists and customers as subject matter expert on product knowledge and customer care
• Assists with floor coaching and development and handles incoming inquiries and escalated cases

Job description

Lead Customer Experience Specialist

At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter experts as it relates to product knowledge and customer care. The LCXS will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the CX Specialist role, the LCSX will support incoming customer inquiries as well as escalated cases while assisting with floor coaching and development.