Virtual Customer Experience Guide

Requisition Title

Description

Calling All Car Enthusiasts!

At Percepta, we bring first-class service across each market we support. As a Virtual Customer Experience Guide 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.

Pay Rate - $19. 34/hr. benefits

Hours of Operation: Tuesday - Saturday 10am to 8pm

Full Time – (40 hours a week)

What You’ll Be Doing
Virtual Customer Experience Guide will conduct outbound sessions (video or phone) with our major 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 the Client with a 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 on 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

Education

• High School Diploma required; Associate or Bachelor’s degree preferred

Experience

• Minimum 3-5 years experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
• 1 to 3 years of experience in an in-person or retail customer relation experience and/or luxury brand experience preferred.
• Knowledge and passion for the Automotive Industry and cutting-edge technology

What You Can Expect

• Hourly rate of $19.34 per hour
• 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

• A customer has just purchased a vehicle. Upon getting the new vehicle would like more information about features and benefits with their new purchase. That is where you come in!
• The customer will either schedule an appointment either with the dealer or online for assistance with a Guide.
• The Guide will take this customer service experience to another level by conducting onsite outbound video or phone chat sessions with our automotive customers.
• The associates will have access to the same vehicle here on onsite that the customer has just purchased. Taking them on a real virtual tour of all the features and benefits of their new purchase in a face to face to perspective.

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.

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.