Consumer Marketing Consultant

Job Description
- Consumer Marketing Consultant (04E2L)

Consumer Marketing Consultant ( 04E2L )

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
• 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

• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)

• 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 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.

We listen first, lead with empathy, and stay…