Description
At Percepta, we bring first-class service across each market we support. As a Electric Vehicle Customer Experience Specialist (CXS) in Allen Park, MI , 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 Electric Vehicle Customer Experience Specialist (CXS) will work with customers and prospective buyers to earn and retain their loyalty with our customers, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the (CXS) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.
This position is a Single Point of Contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions.
Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
During a Typical Day, You'll
Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:
Vehicle knowledge and availability
Local promotions for the brand
Assist with specifications of vehicle
Assist with customer/Dealer connection
Educate the customer on products and services
Act as a resource of all product knowledge and service support
Scheduling activities as required for special events
Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
Responsible for handling emails and chats
Exhibit strong follow up and organizational skills, in both verbal and written communication
Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts', leadership, and Field Service Engineers.
Return all email and voice mail messages promptly and follow up with customers and dealers as committed
Responsible for documenting customer inquiries and concerns
When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
Participate in business-related marketing and sales projects
Ability to meet specified goals as set forth by management
Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
Work as a team player - assist other team members when in need of support
Other duties as assigned
Case Management
Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
Specialists will be trained on processes that include understanding local laws
Specialists will need to handle cases within the client's established timeline
Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, Part & Tech SME's for case progression
Critically important to agent success and customer satisfaction includes keeping our promise. Agents must follow up with customers on updates and timelines. Missing timelines to follow up leads to a poor customer experience and diminished brand loyalty
What You Bring to the Role
Education
High School Diploma required; Associate or Bachelor's degree preferred
Experience
2 years of experience in a Customer Relations Contact Center, hospitality industry, or PR/Sales field
Experience in a luxury field (hospitality or brand product) is a plus
Knowledge of the automotive industry is a plus
Skills
High level of trust and integrity
Strong verbal and written communication skills
Detailed listening skills
Strong customer service, interpersonal, and relationship-building skills
Time management and ability to prioritize projects and customer needs
Conflict resolution skills - listen to the customer
Exercise good service and business judgment with the end goal of customer satisfaction
Excellent English language, oral and written, with grammatical knowledge and etiquette
Ability to sway the opinion of others through verbal and/or written correspondence
Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Typing Skills (minimum 30wpm)
Knowledgeable in MS Office, Email, Texting, and Chat
Ability to work through multiple computer screens
Ability to work calmly under pressure
Displays professionalism in demeanor, language, and appearance
What You Can Expect
Pay rate of $20.00 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
Hours of Operation: Monday -Sunday 7:00 am - 11:30 pm EST (40hrs per week) (24/7 Hours)
Hybrid (3 days work from home and 2 days onsite) 100% Onsite during training
Established in 2000 as a joint venture with TTEC, Percepta 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.
LI-Onsite #LI-Hybrid
Primary Location: US-MI-Dearborn
Req ID: 04D1W
