Outbound Contact Specialist

The Chat with A Pro Guide

At Percepta, we bring first-class service across each market we support. As a The Chat with A Pro Guide in Melbourne, Florida, 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 Chat with A Pro Guide will conduct outbound sessions (video or phone) with our Automotive clients. The intent of these sessions is to provide a personal onboarding experience to supplement the dealership delivery process, with a goal of assisting the customers to grow their knowledge of their newly purchased/leased vehicle in a communication manner of their choosing.  This role will further establish Automotive Company with truly world-class ownership experience and will deliver this experience via the customers' selection through phone or video conference.  This interaction will strengthen the customers' knowledge of the vehicle areas in which they want to learn more with a time and method convenient for the customer.

During a Typical Day, You'll

· Provide an exceptional client experience with focus on providing a personal onboarding experience by confidently speaking about vehicle features, benefits and any all-new elements to deliver a seamless and informative experience with the customer.

· Act as a Subject Matter Expert on all product knowledge of the selected vehicles and service support which is achieved through extensive product training.

· Commence communication with customer upon receipt of the customer details such as but not limited to areas of interest and preferred contact method.

· Conduct the personal onboarding experience session via phone or video with the customer.

· Actively listen to the client to adjust the interaction in a casual, conversational manner. Maintain a professional yet light-hearted and unscripted demeaner throughout the engagement.

· Inform the customer they will be receiving a survey for feedback on the experience to understand if this offer should be made available to more customers.

· Document and/or record notable customer verbatims during the experience and provide this feedback to the USCX team.

· Assist Percepta leadership in working with the CX Team to manage the overall execution of this program and providing program summaries of customer interaction findings and program metrics.

· Participate in weekly meetings with Percepta Leadership and the CX Team to provide program status, updates, and opportunities for program improvement discussions.

· Identify and present reimagined, out of the box ideas and changes to Leaders through key metrics, including member and employee feedback, to ensure this program is second to none.

· Provide appropriate routing of call to the CRC representative depending upon service and/or safety concerns for the customer.

· Other duties as assigned

What You Bring to the Role 

· Customer Focus

o   Obsessive passion for doing right by the customer

o   Genuine desire for interacting with and building relationships

o   Evidence of strong previous experience in customer service and relationship-building

· Communication

o   Excellent verbal communication skills:

·      Passionate and confident over the phone or on video chat

·      Demonstrated ability to interject personality into face to face or audio I     interactions without crossing professional boundaries

·      Ability to control, lead and carry on a conversation in the absence of a script or vehicle manual.

·      Casual, fun, warm and savvy personality that is professionally displayed

·      Present a professional and polished yet friendly demeanor including escorting the customer through the conversation if the customer is unsure of what questions to ask.

·      Ability to adapt communication style to fit the style of others

·      Ability to diagnose issues quickly and resolve with patience and empathy

·      Must be willing to be recorded on camera

o   Excellent written communication skills:

·      Speed and accuracy when typing and/or texting

·      Comfortable with twitter, email, text, or any written form

· Lives the program's values and demonstrates these when dealing with consumers and internal colleagues.

· Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients.

· Strong customer service, interpersonal and relationship-building skills

· Ability to provide SME experience to fellow colleagues

· Savvy with the use of technology including video (FaceTime, WhatsApp, Skype, Duo, Etc.) based upon the Customer preference, software, and social media applications.

· Ability to work well under pressure.

· Active listening skills.

· Strong multi-tasking skills, organizational, time management, planning and problem-solving skills.

· Self-sufficient, resourceful and works well with minimal supervision

· Coaching and mentoring skills.

What You Can Expect 

· Competitive Salary with Incentives

· Health/Dental/Vision/Life Insurance

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

· 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)

· Tuesday to Saturday 9:00 am - 5:30 pm EST

A Bit More About Your Role 

· Minimum 3-5 years' experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.

· to 3 years of experience in an in-person or retail customer relation experience and/or luxury brand experience preferred.

· Knowledge and passion of the Automotive Industry and cutting-edge technology.

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.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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, as a condition of employment. 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.

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