At Percepta, we bring first-class service across each market we support . As a Concierge Customer Service Representative working onsite in Melbourne, FL , 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 Concierge Customer Service Representative is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of luxury vehicles. The goal of a Concierge is to enhance the customer experience and increase our client's Brand Loyalty and Recognition by proactively promoting their luxury vehicles and services from pre-sales through purchase.

The Concierge Customer Service Representative will also provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include (but is not limited to) the following: troubleshooting technical difficulties in the eCommerce process; providing product comparisons or other sales/marketing information; answering questions related to retailer information; brochure fulfillment; test drive appointment scheduling; incentive certificate verification; vehicle information, and updating opt-out/privacy preferences (including, not limited to, subscription and marketing inquiries).
During a Typical Day, You'll

• Multi-channel communication with current or potential customers via chat, phone (inbound/outbound), email, and SMS to assist customers with inquiries related to luxury automotive products and/or services
• Explain services and special promotions to customers, including working with local retailers to support locating vehicles while adhering to all guidelines and regulations
• Document every customer interaction, including follow-up requirements and resolutions or outcomes
• Required to meet specified targets related to program metrics, as set by Operations Management
• Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
• Assist customers experiencing technical issues related to online vehicle build tools, and supporting questions regarding vehicle build, configuration, and pricing
• Provide feedback/recommendations to management concerning possible problems or areas of improvement
• Strive to achieve white-glove customer service with each consumer (white-glove is defined as providing or involving meticulous care, attention, or service so the consumer is instilled with knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
• Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
• Knowledge, understanding, and compliance with Percepta policies and procedures

What You Bring to the Role

• A High School Diploma (required); an associate or bachelor's degree (preferred)
• Minimum 1 year demonstrated sales experience in luxury brands - required
• 3-5 years' experience in contact center environment - required
• Experience in automotive industry, hospitality and/or luxury environment preferred
• Experience with dealer operations preferred
• Previous exposure to highly professional office environments (medical, financial investments) a plus
• Strong Active Listening skills, accompanied with ability to deliver effective probing questions
• Excellent oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment
• Demonstrated interpersonal skills along with excellent written and oral communication skills including the capability to persuade
• Ability to work in a team fostered environment
• Genuine desire for interacting and building relationships
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule
• Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word

What You Can Expect

• Competitive salary
• 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

• Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations
• Shift work, hours of Operation M-F 8PM-10PM (EST)

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 the 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.

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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