Internal) Lead Customer Experience Specialist

(Internal) 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.

The Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter experts as it relates to product knowledge and customer care. The LCXS will demonstrate high levels of contact center values including problem solving, customer first mentality, and always promoting a sense of family and teamwork. Like the CX Specialist role, the LCSX will support incoming customer inquiries as well as escalated cases while assisting with floor coaching and development.

Employee and Customer Experience
• 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

Customer Handling
• 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 escalate 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 committed
• Responsible for documenting customer inquiries and concerns
• When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include…