Outbound Contact Specialist

Job Description

Job Description

Requisition Title: Outbound Contact Specialist (04DWV)
US-FL- MelbourneDescription

At Percepta, we bring first-class service across each market we support. As an Outbound Contact Specialist 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

In this role, an Outbound Contact Specialist will contact customers by making outbound calls. The Outbound Contact Specialist will follow initial scripts when first engaging with the customer to advise of some of the different programs, tools, and opportunities offered by the brand. The Outbound Contact Specialist will address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure the customer’s questions are handled appropriately. Excellent customer service skills and solid problem-solving abilities are essential for success in this role.

Customer interaction will be accomplished through a combination of outbound phone, email, and SMS messaging. The Outbound Contact Specialists are responsible for meeting expected customer service and client objectives.

During a Typical Day, You’ll

• Provide exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach.
• Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered.
• Act as a resource for product knowledge and service support
• Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Exhibit strong follow-up and organizational skills, in both verbal and written communication
• Responsible for handling customers' questions/concerns by answering customers’ questions or transferring them to the appropriate team to handle customers’ concerns
• When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle.
• Ability to reach specified production and performance expectations
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Take part in training and other learning opportunities to expand knowledge of the company and position
• Adhere to all company policies and procedures
• Other duties as assigned

What You Bring to the Role

· High School Diploma required; associate or bachelor’s degree preferred

· Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus

· Knowledge of the automotive industry a plus

· Strong verbal and written communication skills

· Goal oriented

· Detailed listening skills

· Strong customer service, interpersonal and relationship-building skills

· Time management and ability to prioritize projects and customer needs

· Portray a welcoming and hospitable demeanor through the use of professionalism in language

· Conflict resolution skills – listen to the customer

· 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

· Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation

· Use of technology for product education

· Ability to work through multiple computer screens

· Typing Skills – ability to listen and capture information at the same time

· Knowledgeable in MS Office, Email, Texting

· Experience with Microsoft Dynamics (Customer Contact system) an asset

Other

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

· Must represent Percepta and our clients brand professionally with all customers and external organizations and contacts

What You Can Expect

· Pay rate of $15.00 per hour

· 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

This position is hybrid remote after onsite training in Melbourne, Florida. Must reside in the Melbourne, Florida area.

Hours of operation: Tuesday-Saturday: 9:00 am – 5:30 pm EST

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, 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 as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

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 the communities we serve by not only delivering amazing service 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.

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