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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, youll 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.
What Youll Be Doing
Employee and Customer Experience
Promote company and contact center values and culture
Act as employee and customer advocate insuring 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 centre 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:
o Vehicle Knowledge and Availability
o Price building
o Local promotions for the brand
o Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the
o test drive date
o Assist with specifications of vehicle
o Assist with customer/Dealer connection
o 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
Recognising when it is appropriate to seek advice or escalate a case to a Team Leader
Deals with queries escalated by CSRs
Records details about customer, case and vehicle succinctly and accurately in all relevant databases;
Deputises 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
Applies 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, COMs, 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; Associates or Bachelors 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
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, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:
Culture of Service - to be treated like you are the customer from day one
Teamwork belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
Respect a team that is accountable, dependable and gives you their full attention
Proactive to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.
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