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Temporary Lead Customer Experience Specialist

1 month ago

Houston, United States Percepta Full time

At Percepta, we bring first-class service across each market we support. As a Temporary Lead Customer Experience Specialist working onsite in Houston, TX, 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 Lead Customer Experience Specialist (LCXS) will support CX Specialists and customers as the subject matter experts regarding product knowledge and customer care. The LCXS will demonstrate high levels of contact center values including problem-solving, customer-first mentality, and always promoting a sense of family and teamwork. Like the CX Specialist role, the LCSX will support incoming customer inquiries and escalated cases while assisting with floor coaching and development.

During a Typical Day, You'll

  • Promote company and contact center values and culture
  • Act as employee and customer advocate ensuring a positive experience - demonstrate proficiency in this area and act as a mentor to others
  • Receive and handle escalated customer concerns for the operations
  • Use common call center telephone and computer technology
  • Enters and retrieves data
  • Works in a team
  • Manage their work
  • Vehicle Knowledge and Availability
  • Uses multiple technologies such as telephony, Internet services, and face-to-face contact;
  • Review reports, correspondence, and cases
  • Takes responsibility for the outcomes of customer contact and rectifying complex situations involving emergencies, substantial complaints and faults, disruptions, or customer dissatisfaction
  • Recognizing when it is appropriate to seek advice or escalate a case to a Team Leader
  • Deals with queries escalated by CSR's
  • Records details about customer, case, and vehicle succinctly and accurately in all relevant databases;
  • Deputises for Team Leader when Team Leader is away
  • Delegates work accordingly
  • Contributes performance management feedback to the CX Operations Supervisor
  • Provides a leadership element to the team as a coach, mentor, or senior staff member
  • Communicate resolution/information to customers in a confident and knowledgeable manner
  • Can resolve and advise on employment issues
  • Applies Percepta policy and procedure effectively and consistently
  • Assist in special projects and participate
  • ate in any other duties as requested
  • Adheres to the Percepta global values
  • Act as a resource for all product knowledge and service support
  • Scheduling activities as required for special events
  • Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
  • Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
  • Responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
  • Responsible for handling emails and chats
  • Exhibit strong follow-up and organizational skills, in both verbal and written communication.
  • Responsible for resolving customer issues using all available resources, including Dealers, Subject Matter Experts, COMs, Field Service Engineers, and Resolution Specialists
  • Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
  • Responsible for documenting customer inquiries and concerns
  • When necessary, use applicable customer satisfaction tools to resolve customer issues. Tools include Financial Assistance, Service Plans, Extended Service Plan options, payments and maintenance plans
  • Manage financial assistance requests
  • Participate in business-related marketing and sales projects
  • Ability to meet specified goals as set forth by Performance Expectations
  • Price Building

What You Bring to the Role

  • High School Diploma required; Associate's or Bachelor's degree preferred
  • Experience, appreciation, and/or passion for trucks and/or automotive in general - luxury, function, and utility
  • 2 years of experience as a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field
  • Knowledge of the automotive industry is a plus
  • Experience in a luxury field (hospitality or brand product) 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 - listen to the customer
  • 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 blend personality with professional demeanor to provide the customer with a comfortable conversation
  • Use of technology for product resourcing to resolve customer issues
  • Typing Skills
  • Knowledgeable in MS Office, Email, Texting and Chat
  • Ability to work through multiple computer screens
  • Ability to work calmly under pressure
  • Displays professionalism in demeanor, language, and appearance

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 the 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.