Customer Experience Specialist

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist (CXS) on-site in Melbourne, FL
, 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 Customer Experience Specialist (CXS) serves as the Single Point of Contact (SPOC) for customers throughout their service journey, acting as the liaison between customers and dealerships to provide a seamless service scheduling experience. The Customer Experience Specialist coordinates routine maintenance and vehicle repair appointments, manages cases from initial contact through resolution, and provides proactive communication and follow-up to ensure customers remain informed, supported, and connected while delivering exceptional customer experience.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence.

• Deliver an exceptional customer experience focused on building trust, confidence, and brand loyalty.
• Serve as the primary point of contact throughout the customer's service journey from initial concern through case resolution.
• Partner with customers to understand their service needs and develop an action plan toward resolution.
• Contact dealerships to coordinate vehicle repair appointments and assist customers in scheduling service based on dealer availability.
• Maintain communication with customers and dealerships to monitor repair progress, appointment status, and next steps.
• Actively listen while guiding conversations in a professional, empathetic, and efficient manner.
• Serve as a liaison between customers and dealerships to facilitate communication and timely case progression.
• Handle inbound and outbound customer calls regarding vehicle service concerns in a courteous, professional, and solution-oriented manner.
• Respond to customer inquiries through phone, email, chat, and other approved communication channels.
• Resolve customer concerns utilizing available resources, dealership partnerships, internal processes, knowledge resources, leadership guidance, and established business procedures.
• Document all customer interactions, case updates, dealership communications, and next steps accurately within CRM systems.
• Utilize AI-enabled tools, automated workflows, and manual tracking tools to improve case management, summarize customer interactions, identify next actions, and maintain accurate case records.
• Meet established quality, productivity, customer satisfaction, and operational performance goals.
• Provide feedback to leadership regarding process improvements that enhance the customer experience and operational efficiency.
• Support team success by collaborating with peers and assisting with departmental needs.
• Perform other duties as assigned.
• Effectively manage customer cases from initial contact through final resolution while maintaining ownership and accountability.
• Prioritize workload to ensure customer commitments and follow-up expectations are consistently met.
• Coordinate service activities with dealerships to support timely vehicle repairs and case progression.
• Maintain accurate case documentation utilizing CRM systems, AI-generated summaries where applicable, and manual tracking tools.
• Follow established business processes and timelines while adapting to changing customer needs.
• Proactively communicate status updates, repair progress, and expected timelines to customers.
• Demonstrate strong organizational skills while managing multiple open cases simultaneously.
• Deliver on customer commitments, recognizing that timely follow-up and communication are critical to customer satisfaction and brand loyalty.
• Ut…