Consumer Marketing Consultant

At Percepta, we bring first-class service across each market we support. As Consumer Marketing Consultant (CMC) 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 Consumer Marketing Consultant (CMC) is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of Automotive Client vehicles. The goal of a CMC is to enhance the customer experience and increase Automotive Client Brand Loyalty and Recognition by proactively promoting Automotive Client products and services from pre-sales through purchase.

The CMC will provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include troubleshooting technical difficulties in the eCommerce process, providing product comparisons or other sales / marketing information, answering questions related to dealership information, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, vehicle information, and updating opt out/privacy preferences (including, not limited to, Subscription and BEV inquiries).

• Multi-Channel communication with current or potential Customers by phone (inbound/outbound), email, in assisting customers with inquiries related to Automotive Client products and/or services
• Explain services and special promotions to customers, including support locating vehicles while adhering to all guidelines and regulations
• Document every customer interaction, including follow-up requirements and resolutions or outcomes
• Required to meet specified targets related to program metrics, as set by Operations Management
• Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
• Assist customers experiencing technical issues related to Battery Electric Vehicles (BEV), support which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters
• Provide feedback/recommendations to management concerning possible problems or areas of improvement
• Strive to achieve ‘world-class’ customer service with each consumer (World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
• Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
• Knowledge, understanding, and compliance with Percepta policies and procedures

• High School Diploma or equivalent required

• Minimum 1 year demonstrated sales experience - required
• Minimum 1 years’ experience in contact center environment - required
• Previous telemarketing experience preferred

• Strong Active Listening skills, accompanied with ability to deliver effective probing questions
• Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence
• Ability to work in a team fostered environment
• Genuine desire for interacting and building relationships
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule
• Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word

• $16.50
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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)

• Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations
• Shift work, hours of Operation M-F 8am-8pm (EST)

Established in 2000, Percepta has contact…