Lead Customer Experience Specialist

Percepta; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Discounts

Percepta College

Job summary

Percepta is hiring a Lead Customer Experience Specialist in Houston, TX. The role focuses on delivering exceptional customer experiences with deep product knowledge and a service-minded approach.

You will coach CX teammates, handle escalations, and coordinate with dealerships to ensure seamless support across channels. A background in automotive or luxury service is a strong asset.

Qualifications

• Experience and passion for trucks and/or automotive brands, especially luxury segments.
• 2 years of experience in a Lead Customer Experience role, hospitality, or PR/sales.
• Knowledge of the automotive industry is a plus.
• Experience in luxury fields such as hospitality or brand products is a plus.

Responsibilities

• Support CX Specialists and customers as subject matter expert on product knowledge and care.
• Provide leadership and coaching to the CX team as needed.
• Handle escalated inquiries and resolve complex customer issues with a consultative approach.
• Collaborate with internal teams and dealerships to ensure exceptional customer experiences.

Skills

Customer service

Communication

Teamwork

Education

High School Diploma

Associate’s or Bachelor’s degree preferred

Job description

At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Houston, Texas 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 Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter expert 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.

During a Typical Day, You’ll

Employee And Customer Experience

• Promote company and contact center values and culture
• Act as employee and customer advocate ensuring a positive experience – demonstrate proficiency in this area and act as mentor to others

Customer Handling

• Receive and handle escalated customer concerns for the operations
• Use common call center telephone and computer technology
• Enters and retrieves data
• Works in a team
• Manage their own work
• All the duties of CX Specialist including, but not limited to, providing an exceptional customer experience for customers involving a high level of product or service knowledge, often autonomously acquired; this is accomplished by building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:
• Vehicle Knowledge and Availability
• Price building
• Local promotions for the brand
• Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the
• test drive date
• Assist with specifications of vehicle
• Assist with customer/Dealer connection
• Educate the customer on products and services
• Uses multiple technologies such as telephony, Internet services and face-to-face contact;
• Reviews reports, correspondence and cases
• Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction
• Recognizing when it is appropriate to seek advice or elevate a case to a Team Leader
• Deals with queries escalated by CSR’s
• Records details about customer, case and vehicle succinctly and accurately in all relevant databases;
• Deputizes for Team Leader when Team Leader is away
• Delegates work accordingly
• Contributes performance management feedback to CX Operations Supervisor
• Provides a leadership element to the team as a coach, mentor or senior staff member
• Communicate resolution/information to customers in a confident and knowledgeable manner
• Is able to resolve and advise on employment issues
• Apply Percepta policy and procedure effectively and consistently
• Assist in special projects and participate in any other duties as requested
• Adheres to the Percepta global values
• 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, Subject Matter Experts’, COM’s, Field Service Engineers and Resolution Specialists
• 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, Extended Service Plan options, payments and maintenance plans
• Manage financial assistance requests
• Participate in business related marketing and sales projects
• Ability to meet specified goals as set forth by Performance Expectations
• 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

What You Bring To The Role

• High School Diploma required; Associate’s or Bachelor’s degree preferred
• [Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility
• 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field
• Knowledge of the automotive industry a plus
• Experience in a luxury field (hospitality or brand product) a plus]

What You Can Expect

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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

• 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 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 professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Typing Skills
• 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
• Call Lead Customer Experience Specialist environment, open 24/7
• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all customers and external organizations and contacts

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.

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.