Electric Vehicle Specialist - Internal Employees

At Percepta, we bring first-class service across each market we support . As a Battery Electric Vehicle Specialist in Houston, TX 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 Electric Vehicle Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers transitioning to battery electric vehicle ownership. This unique program provides the ability to support battery electric vehicle customers and connect with them through SMS text messaging and/or other communication channels.

Client interaction, first and foremost, is to provide an exceptional experience for consumers to build a strong loyalty to the Electric Vehicle program, and Ford. The Electric Vehicle Specialist will be focused on building relationships with their clients and providing an outstanding experience where clients are delighted.

As a Electric Vehicle Specialist, you will take ownership of providing Ford battery electric vehicle customers the support they need, educating them, removing blockers, deepening their battery electric vehicle ownership experience, and going above and beyond at every step of the journey. You will be an impactful leader in driving our customer service philosophy of "Treating Customers Like Family", and you will be empowered to personalize each owner's experience in fun and creative ways.

Your day-to-day responsibilities will include communicating with Ford battery electric vehicle customers via SMS and/or other communication channels to set them up for a successful and smooth ownership experience. In addition to tracking and monitoring the progression of customers vehicle orders pre-delivery, you will proactively provide helpful tips and information related to onboarding with their new battery electric vehicle, the FordPass app, BlueOval Charge Network, Home Charging, Public Charging, Range, and other topics associated with electric vehicle ownership.

During a Typical Day, You'll

• Provide an exceptional client experience in every interaction for Ford battery electric vehicle customers via SMS and/or other communication channels through their entire customer journey with Ford, listening to and understanding their needs in order to serve as a proactive primary contact when concerns or questions arise as they adapt to their battery electric vehicle lifestyle.

• Communicate effectively in both verbal and/or written responses to client inquiries, paying close attention to sentiment.

• Build rapport and learn how to support each unique customer, meeting them where they are in their ownership journey.

• Provide insightful advice and direct support to consumers in need. Diagnoses of issues and provide resolution with teaching and guidance.

• Partners with internal stakeholders and teams for troubleshooting and resolution.

• Educate the client on Ford battery electric vehicle products, services, and partners.

• Maintain awareness of the battery electric vehicle products and experience, bringing passion to life in each interaction.

• Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.

• Participate in projects, responsibilities, and other tasks assigned by management.

• Identifies and presents out of the box ideas and changes to other Concierge and Leaders that will ensure this program is a world class experience.

What You Bring to the Role

• High School Diploma required

• Bachelor's degree or Associates Degree preferred or equivalent position related experience

• Communications, Public Relations, Marketing, Customer Experience, or related field of study preferred

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• 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

• This is a Full-Time, Non-Exempt role
• This is a hybrid role - 3 days onsite/2 days at home

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, breathe, 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 of 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.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

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.