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Customer Experience Specialist

2 months ago

Houston, Texas, United States Percepta Full time
Job Description

**Job Title:** Customer Experience Specialist

**Job Summary:** We are seeking a highly skilled Customer Experience Specialist to join our team at Percepta. As a Customer Experience Specialist, you will be responsible for providing exceptional customer service and ensuring that our clients receive the highest level of satisfaction.

Key Responsibilities:
  • Provide exceptional customer service through inbound and outbound phone calls, emails, and other correspondence.
  • Act as a single point of contact for customers, resolving their concerns and issues in a timely and professional manner.
  • Liaise with clients, dealerships, and subject matter experts to resolve cases and ensure customer satisfaction.
  • Use customer satisfaction tools to resolve customer concerns and ensure customer loyalty.
  • Meet expected customer service levels and achieve Customer Experience objectives relative to after-call and after-case customer survey scores.
Requirements:
  • High school diploma required; Associate or bachelor's degree preferred.
  • 2 years of experience in a Customer Relations Contact Center or hospitality industry.
  • Experience in a luxury field (hospitality or brand product) is a plus.
  • Knowledge of the automotive industry is a plus.
  • High level of trust and integrity.
  • Strong verbal and written communication skills.
  • Detailed listening skills.
  • Strong customer service, interpersonal, and relationship-building skills.
  • Time management and ability to prioritize projects and customer needs.
  • Conflict resolution skills.
  • Exercise good service and business judgment with the end goal of customer satisfaction.
  • Excellent English language, oral and written, with grammatical knowledge and etiquette.
  • Ability to sway the opinion of others through verbal and/or written correspondence.
  • Ability to work calmly under pressure.
  • Displays professionalism in demeanor, language, and appearance.
  • Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation.
  • Use of technology for product resourcing to resolve customer issues.
  • Ability to work through multiple computer screens.
  • Typing Skills (minimum 30 words per minute).
  • Knowledgeable in Microsoft Office, Email, Texting.
  • Experience with Microsoft Dynamics (Customer Contact system) an asset.
  • Must be able to interact with all internal and external departments and contacts.
  • Must represent Percepta professionally with all customers and external organizations and contacts.
What We Offer:
  • Pay rate of $19.50 per hour.
  • Health/Dental/Vision/Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) with company match.
  • 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).
About Percepta:

Percepta is a global contact center company that delivers 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 a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation.