Consumer Marketing Consultant

Job Description

Job Description

Requisition Title: Consumer Marketing Consultant (04E2L)
US-FL- MelbourneDescription

At Percepta, we bring first-class service across each market we support. As Consumer Marketing Consultant (CMC) in Melbourne, Florida , 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 Consumer Marketing Consultant (CMC) is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of Automotive Client vehicles. The goal of a CMC is to enhance the customer experience and increase Automotive Client Brand Loyalty and Recognition by proactively promoting Automotive Client products and services from pre-sales through purchase.

The CMC will provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include troubleshooting technical difficulties in the eCommerce process, providing product comparisons or other sales / marketing information, answering questions related to dealership information, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, vehicle information, and updating opt out/privacy preferences (including, not limited to, Subscription and BEV inquiries).

During a Typical Day, You’ll

Responsibilities

• Multi-Channel communication with current or potential Customers by phone (inbound/outbound), email, in assisting customers with inquiries related to Automotive Client products and/or services
• Explain services and special promotions to customers, including support locating vehicles while adhering to all guidelines and regulations
• Document every customer interaction, including follow-up requirements and resolutions or outcomes
• Required to meet specified targets related to program metrics, as set by Operations Management
• Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
• Assist customers experiencing technical issues related to Battery Electric Vehicles (BEV), support which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters
• Provide feedback/recommendations to management concerning possible problems or areas of improvement
• Strive to achieve ‘world-class’ customer service with each consumer (World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
• Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
• Knowledge, understanding, and compliance with Percepta policies and procedures

What You Bring to the Role

Education

· High School Diploma or equivalent required

Experience

· Minimum 1 year demonstrated sales experience - required

· Minimum 1 years’ experience in contact center environment - required

· Previous telemarketing experience preferred

Skills

· Strong Active Listening skills, accompanied with ability to deliver effective probing questions

· Demonstrated interpersonal skills along with excellent written, and oral communication skills including the capability to influence

· Ability to work in a team fostered environment

· Genuine desire for interacting and building relationships

· Ability to prioritize and organize work

· Ability to adapt to a flexible schedule

· Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word

What You Can Expect

· $16.50

· Health/Dental/Vision/Life Insurance

· Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 401(k)

· 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)

A Bit More About Your Role

· Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations

· Shift work, hours of Operation M-F 8am-8pm (EST)

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, we:

Lead with Humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.

Service beyond self – We serve others - clients, customers, and teammates - with care and integrity in every interaction.

Leave it Better – We take ownership and leave every process, person, and place better than we found it.

Win together - We succeed together by lifting each other up, influencing one another for the better, and ensuring everyone wins.

Deliver Remarkable - We engage openly and with curiosity to co-create bold ideas that connect and inspire.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing services and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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 payment or personal information such bank account details from applicants at any point in the recruitment process.

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