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Customer Experience Guide

2 months ago

Melbourne, United States Percepta Full time

At Percepta, we bring first-class service across each market we support. As a Discover Your Ford Pro BEV Guide 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.

What You'll Be Doing


The Discover Your Ford Pro BEV Guide will conduct outbound sessions with our Ford Pro Electric Vehicle customers to build trust as a skilled expert by providing superior knowledge and expertise for Pro Customers to build a strong loyalty and world-class ownership experience. This will be accomplished by conducting outbound live video sessions with our Ford Pro Electric Vehicle owners. The intent of these sessions is to provide a customized onboarding experience at their convenience to train and educate the fleet customer on their electric vehicle. The guide helps the fleet customer transition to battery electric vehicle operation by providing support, education and removing blockers so that they can confidently operate their electric vehicle like an expert.

During a Typical Day, You'll

•Provide an exceptional client experience for Ford Pro battery electric vehicle fleet customers with focus on providing a personal onboarding experience by confidently speaking about electric vehicle features, benefits, and any Ford Pro solutions available to help with their business. The guide will deliver a seamless and informative experience with the customer.

•Act as a Subject Matter Expert on all product knowledge of the selected vehicles and service support which is achieved through extensive product training.

•Commence communication with customer upon receipt of the customer details such as but not limited to areas of interest:

o Conduct the personal onboarding experience session video with the customer.

o Actively listen to the client to adjust the interaction in a casual, conversational manner.

o Maintain a professional yet light-hearted and unscripted demeaner throughout the engagement.

o Inform the customer they will be receiving a survey for feedback on the experience to understand if this offer should be made available to more customers.

•Conduct the personalized onboarding experience session via phone/video call with the customer

•Document and/or record notable customer verbatim during the experience to be part of a closed loop process (in Salesforce CRM tool) with Brand Managers.

•Communicate effectively in both verbal and/or written responses to client inquiries, paying close attention to sentiment.

•Build rapport and learn how to support each unique customer, meeting them where they are in their electrification journey.

•Educate the client on Ford Pro battery electric vehicle products and services.

•Maintain awareness of the battery electric vehicle products and experience, bringing passion to life in each interaction.

•Participate in projects, responsibilities, and other tasks assigned by management.

•Identifies and presents out of the box ideas and changes to other DYF Pro BEV Guides and Leaders that will ensure this program is a world class experience.

•Assist Percepta leadership in working with the CCoE Team to manage the overall execution of this program and provide program summaries of customer interaction findings and program metrics.

•Identify and present reimagined, out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.

•Provide appropriate routing of call to the CCoE representative depending upon service and/or safety concerns for the customer.

•Travel may be required for training purposes.

• Other duties as assigned.

What You Bring to the Role

Education

•Bachelor's degree or associate Degree preferred or equivalent position related experience.

o Communications, Public Relations, Marketing, Customer Experience, or related field of study preferred.

Experience

•Minimum 3-5 years' experience in training, public relations, public affairs, sales, marketing, customer service, user experience or any combination thereof.

•1 to 3 years of experience in an in-person or retail customer relation experience and/or luxury brand experience preferred.

•A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests:

o Exceptional customer service.

o Battery electric vehicles and the electrification revolution in the automotive industry.

o Cutting edge technology.

Skills

•Customer focus obsessive passion for doing right by the customer.

•Genuine desire for interacting and building relationships.

•Evidence of strong previous experience in customer service and relationship-building.

•Demonstrated ability to interject personality into face to face or audio interactions without crossing professional boundaries.

•Ability to control, lead and carry on a conversation in the absence of a script or vehicle manual.

•Casual, fun, warm and savvy personality that is professionally displayed.

•Present a professional and polished yet friendly demeanor including escorting the customer through the conversation if the customer is unsure of what questions to ask.

•Communication:

o Excellent communication skills - interpersonal, verbal, and written word:

§ Comfortable and confident with text, or any written form of communication.

§ Savvy and demonstrating creative solutioning.

o Present a friendly and supportive response across all interactions.

o Speed and accuracy when typing.

o Ability to sway the opinion of others through verbal and/or written correspondence.

o Strong ability to adapt and personalize communication style to fit the style of others.

o Demonstrated ability to interject personality into written content without crossing professional boundaries.

•Lives the program's values and demonstrates these when dealing with consumers and internal colleagues.

•Brings an energetic and collaborative mind set to the team.

•Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability to delight their clients.

•Strong customer service, interpersonal and relationship-building skills.

•Savvy with the use of technology including video (FaceTime, WhatsApp, Skype, Duo, Etc.), software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

•Ability to work well under pressure.

•Active listening skills.

•Strong multi-tasking skills, organizational, time management, planning and problem-solving skills.

•Self-sufficient, resourceful and works well with minimal supervision.

Other

•Video/Call center environment, open Monday through Saturday, 9:00 am - 5:30 pm EST.

•Must be able to interact with all internal and external departments and contacts.

•Must represent Percept and client professionally with all customers, external organizations and contacts ensuring that proper client attire is displayed cleanly and within the outlined standards.

•Multiple language skills (English, Spanish, French) written and verbal communication skills are a plus.

About Percepta
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. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect - a team that is accountable, dependable and gives you their full attention.

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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