Lead CX Experience Architect

Percepta LLC; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive Salary with Incentives

Health/Dental/Vision/Life Insurance

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Job summary

Percepta LLC seeks a Lead Customer Experience Specialist in Houston, TX to guide CX Specialists, resolve escalated issues, and uphold our values. You will coach peers, promote seamless customer journeys, and ensure high-quality service with extensive product knowledge across sales and service interactions.

This role emphasizes teamwork and a customer-first mentality. The LCXS will mentor, handle escalations, and leverage multiple technologies to deliver outstanding experiences, including

Qualifications

• High School Diploma required; Associate’s or Bachelor’s degree preferred.
• 2 years of experience in a Lead Customer Experience Specialist, hospitality industry, or PR/Sales field.
• Knowledge of the automotive industry is a plus.
• Experience in a luxury field (hospitality or brand product) is a plus.

Responsibilities

• Promote company and contact center values and culture.
• Act as employee and customer advocate ensuring a positive experience; mentor others.
• Receive and handle escalated customer concerns for operations.
• Use call center technology and data entry to log interactions.
• Provide an exceptional customer experience with strong product knowledge and guidance from website to pre-buy experiences.

Skills

Communication

Time management

Conflict resolution

Customer service

Active listening

Education

High School Diploma

Associate or Bachelor’s degree preferred

Job description

Percepta LLC seeks a Lead Customer Experience Specialist in Houston, TX to guide CX Specialists, resolve escalated issues, and uphold our values. You will coach peers, promote seamless customer journeys, and ensure high-quality service with extensive product knowledge across sales and service interactions.

This role emphasizes teamwork and a customer-first mentality. The LCXS will mentor, handle escalations, and leverage multiple technologies to deliver outstanding experiences, including