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Membership Support Consultant

3 months ago

Melbourne, Florida, United States Percepta Full time

Overview

The Membership Support Consultant plays a crucial role in fostering trust and loyalty by delivering expert knowledge of the program's terms and benefits aimed at enhancing customer engagement and facilitating their transition to vehicle ownership.

Key Responsibilities

  • Deliver an outstanding client experience throughout the onboarding process of the Membership Program, ensuring to listen and understand their needs as a proactive primary contact for any inquiries or concerns.
  • Establish rapport with each customer, adapting support to meet them at their current stage in the ownership journey.
  • Collaborate with internal teams to troubleshoot and resolve issues related to the Membership Program, providing hotline support for members and dealers on various topics, including:
    • Promotions, Discounts, and Benefits
    • Customer enrollment procedures
  • Assess the appropriate escalation path for complex issues based on required expertise.
  • Document all interactions meticulously, indicating outcomes and follow-up actions.
  • Enhance Client brand recognition by proactively promoting products and services.
  • Educate clients on vehicle offerings, services, and partnerships.
  • Demonstrate ownership and accountability in addressing customer needs with empathy, enthusiasm, and professionalism.
  • Utilize available resources, including specific applications, to provide accurate information to customers.
  • Manage the consumer experience from start to finish, making informed decisions on escalation or resolution to ensure client satisfaction.
  • Engage in projects and responsibilities as assigned by management.
  • Propose innovative ideas and improvements to leadership to elevate the program to a world-class standard.

Qualifications

  • Minimum of 3 years of experience in communications, hospitality, retail, sales, marketing, customer service, or related fields.
  • High school diploma required; a college degree is preferred.
  • An associate's or bachelor's degree in customer experience, communications, hospitality, or marketing is advantageous.

Skills

  • A passion for exceptional customer service, the automotive industry, particularly in electric vehicles, and innovative technology.
  • Communication: Excellent verbal and written communication skills, with the ability to adapt style to suit different audiences.
  • Demonstrated ability to quickly diagnose issues and resolve them with patience and empathy.
  • Exhibit the program's values in all interactions with clients and colleagues.
  • Bring a collaborative and energetic mindset to the team.
  • Strong interpersonal skills and the ability to build relationships effectively.
  • Proficient in using technology, software, and social media applications while staying updated on current trends.
  • Ability to thrive in a fast-paced environment with strong organizational and problem-solving skills.
  • Self-sufficient and resourceful, capable of working with minimal supervision.