This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, and dealer information, and to obtain resolutions.
Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
Responsibilities
· 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, including:
o Vehicle knowledge and availability
o Local promotions for the brand
o Assist with specifications of vehicle
o Assist with customer/Dealer connection
o Educate the customer on products and services
· Act as a resource for 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 of local laws
· Specialists will need to handle cases within the client’s established timeline
· Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Part & Tech SMEs 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
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) a plus
· Knowledge of the automotive industry 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
· Typing Skills (minimum 30wpm)
· 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
Other
· Call center environment
· 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
