Job Description - Consumer Marketing Consultant (040CB)
Requisition Title
Consumer Marketing Consultant (040CB)
At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant 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
- Provide customer support at various touchpoints throughout the customer journey, including general pre-sales, vehicle reveal, reservation processes, online and dealership sales processes, and other aspects of the ownership experience.
- Assist customers with product requests, sales/marketing information, technical difficulties, test drive scheduling, incentive eligibility, opt-out/privacy preferences, and inquiries regarding online consumer tools.
- Communicate with current or potential customers through phone (inbound/outbound), email, and chat to assist them in buying Client products and/or services.
- Explain services and special promotions to customers, adhering to all guidelines and regulations.
- Assist customers experiencing technical issues related to Internal Combustion Engine (ICE) and resolve issues relating to charging, navigation, and subscription matters.
- Provide customer support with various online tools, eCommerce processes, subscription support, and charging functionality queries.
- Utilize resources to obtain relevant information for customer inquiries and educate customers on self-service options.
- Cross-train in supporting the chat channel for the Build & Price tool.
- Document every customer interaction, including follow-up requirements and resolutions.
- Meet specified goals associated with program metrics as set by Operations Management.
- Participate in projects, duties, and tasks assigned by Operations Management and Supervisors.
- Provide feedback/recommendations to management concerning possible problems or areas of improvement.
What You Bring to the Role
- High School Diploma or equivalent required.
- Minimum 1 year experience in sales, marketing, customer service, or any combination thereof – required.
- Minimum 1 year experience in a contact center environment – required.
- Knowledge and passion for the Automotive Industry and cutting-edge technology - preferred.
- Problem-solving abilities for resolving basic to complex matters.
- Genuine desire for interacting and building relationships.
- Excellent interpersonal, written, and oral communication skills.
- Professional demeanor when escorting customers through inquiries.
- Strong experience in marketing and/or customer service.
- Ability to work in a team-oriented environment.
- Self-sufficient, resourceful, and able to work with minimal supervision.
- Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word.
- Adaptable to a flexible schedule.
- Strong Active Listening skills with effective probing questions.
- Technical Aptitude, Mobile Applications, Electric Vehicle Technology.
- Web-Navigation Skills in supporting and guiding customers.
What You Can Expect
- 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).
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 and fosters trust.
- Respect – a team that is accountable and dependable.
- Proactive – to surround yourself with solution-oriented people.
- Career Growth – lots of learning opportunities for aspiring minds.
- Diversity – be a part of our growing diverse and community-minded organization.
- Competitive Compensation – we offer more than just competitive wages and great benefits.
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.
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