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
The Consumer Marketing Consultant (CMC) for the MPH Program Team will provide customer support at various touchpoints throughout the customer journey. This includes general pre-sales, vehicle reveal and reservation processes, online and dealership sales processes, and other aspects of the ownership experience.
Additionally, the CMC (ICE) will assist customers with product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt-out/privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources.
During a Typical Day, You’ll:
- Multi-channel communication with current or potential Customers by phone (inbound/outbound), email, and chat in assisting customers to buy Client products and/or services.
- Explain services and special promotions to customers, while adhering to all guidelines and regulations. This includes, but is not limited to, new vehicle reservations, ordering and cancellations, marketing information, dealership contact information, dealership changes, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, address new vehicle product and features inquiries, opt-out/privacy preferences, discontinued vehicle information, lost certificate support, and Build & Price.
- Assist customers experiencing technical issues related to Internal Combustion Engine (ICE), which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters.
- Provide customer support with various online tools, eCommerce process, subscription support, and charging functionality queries.
- Utilize various resources to obtain relevant information for customer’s inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference.
- Cross-trained in supporting the chat channel for the Build & Price tool, in effort to provide assistance as needed.
- Document every customer interaction, including follow-up requirements and resolutions or outcomes.
- Required to meet specified goals associated with program metrics, as set by Operations Management.
- Participate in projects, duties, and other 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 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.
- Exhibit excellent interpersonal, written, and oral communication skills.
- Present a professional and polished demeanor escorting the customer through their inquiries.
- Evidence of strong previous experience in marketing and/or customer service.
- Ability to work in a team-fostered environment.
- Self-sufficient, resourceful, and works well 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, accompanied by delivering effective probing questions.
- Technical Aptitude, Mobile Applications, Electric Vehicle Technology.
- Web-Navigation Skills in supporting and guiding customers.
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).
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.
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.
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