Internal) Lead Customer Experience Specialist

Job Description - (Internal) Lead Customer Experience Specialist (04

DQT)

(Internal) Lead Customer Experience Specialist ( 04

DQT )

Lead Customer Experience Specialist

At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

• Promote company and contact center values and culture
• Act as employee and customer advocate insuring a positive experience – demonstrate proficiency in this area and act as mentor to others

• Receive and handle escalated customer concerns for the operations
• Use common call centre telephone and computer technology
• Enters and retrieves data
• Works in a team
• Manage their own work
• All the duties of CX Specialist including, but not limited to, providing an exceptional customer experience for customers involving a high level of product or service knowledge, often autonomously acquired; this is accomplished by building a relationship of trust and enthusiasm while guiding the customer from website to pre-buy experience, to include:
• Vehicle Knowledge and Availability
• Price building
• Local promotions for the brand
• Scheduling test drives, following up with the Dealer the day prior and Customer 2 days after the test drive date
• Assist with specifications of vehicle
• Assist with customer/Dealer connection
• Educate the customer on products and services
• Uses multiple technologies such as telephony, Internet services and face-to-face contact;
• Reviews reports, correspondence and cases
• Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions or customer dissatisfaction
• Recognising when it is appropriate to seek advice or escape a case to a Team Leader
• Deals with queries escalated by CSR’s
• Records details about customer, case and vehicle succinctly and accurately in all relevant databases;
• Deputises for Team Leader when Team Leader is away
• Delegates work accordingly
• Contributes performance management feedback to CX Operations Supervisor
• Provides a leadership element to the team as a coach, mentor or senior staff member
• Communicate resolution/information to customers in a confident and knowledgeable manner
• Is able to resolve and advise on employment issues
• Applies Percepta policy and procedure effectively and consistently
• Assist in special projects and participate in any other duties as requested
• Adheres to the Percepta global values
• 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, Subject Matter Experts’, COM’s, Field Service Engineers and Resolution Specialists
• Return all email and voice mail messages promptly and follow up with customers and dealers as committedl
• Responsible for documenting customer inquiries and concerns
• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments and maintenance plans
• Manage financial assistance requests
• Participate in business related marketing and sales projects
• Ability to meet specified goals as set forth by Performance Expectations
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player –…