Consumer Marketing Consultant

Job Description

Job Description

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

At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant 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 Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Ford Motor Company general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Ford vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience.

The Consumer Marketing Consultant CMC is an agent role for the MPH Program Team. The CMC will provide customer support at various touchpoints throughout customer journey. This includes inquiries related to product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources.

During a Typical Day, You’ll

• Manage new and existing workloads within established standard timeframes and applicable program guidelines.
• Research and resolve complex customer inquiries and concerns, including escalated issues that require assistance from business partners and/or clients.
• Handle inbound customer inquiries and concerns in a timely, professional, and efficient manner.
• Maintain current knowledge of functional areas, company policies, procedures, products, and services through desk drops, recurring training, and other learning resources.
• Educate customers on client products, services, features, and available resources.
• Provide multi-channel customer support through inbound and outbound phone calls, email, and chat to assist current and potential customers with product and service inquiries.
• Explain available services, offers, and special promotions while adhering to established guidelines, policies, and applicable regulations.
• Assist customers experiencing technical issues by utilizing appropriate resources and escalation processes to identify and resolve concerns.
• Provide customer support using various online tools, systems, and resources.
• Utilize available resources to research customer inquiries and concerns, providing clear and accurate information while educating customers on self-service options for future reference.
• Accurately document all customer interactions, including follow-up requirements, resolutions, and outcomes, within the appropriate systems and applications.
• Ensure all customer contacts are properly documented in the appropriate contact management system to maintain an accurate historical record of customer interactions with the program.
• Meet or exceed established program metrics and performance goals, including service levels, quality standards, customer satisfaction results, and overall productivity, while maintaining compliance with all policies, procedures, and controls.
• Provide feedback and recommendations to management regarding potential issues, process gaps, and opportunities for improvement.
• Maintain knowledge, understanding, and compliance with Percepta policies and procedures, product information, content, resources, training materials, and systems, as well as all applicable federal, state, and local laws and regulations related to job responsibilities.
• Remain receptive to feedback, coaching, and performance guidance in accordance with standards established by Operations Management and Supervisors.
• Participate in projects, special assignments, and other duties as directed by management.
• Deliver world-class customer service in every customer interaction by creating a uniquely positive experience, providing valuable information and knowledgeable assistance, and helping increase the likelihood of vehicle purchases and overall brand awareness.

What You Bring to the Role

· High School Diploma or equivalent required

· Minimum 1 year experience in sales, marketing, customer service, or any combination thereof - required

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

· Knowledge and passion of the Automotive Industry and cutting-edge technology – preferred

· Problem-solving abilities for resolving basic to complex matters

· Genuine desire for interacting and building relationships.

· Exhibit excellent interpersonal, written, and oral communication skills.

· Present a professional and polished demeanor escorting the customer through their inquiries.

· Ability to work in a team fostered environment.

· Self-sufficient, resourceful and works well with minimal supervision

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

· Adaptable to a flexible schedule

· Strong Active Listening skills, accompanied by delivering effective probing questions

· Technical Aptitude, Mobile Applications, Electric Vehicle Technology

· Web-Navigation Skills in supporting and guiding customers

What You Can Expect

· Pay rate of $16.50 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

• Demonstrate strong problem-solving skills and the ability to resolve basic to complex customer issues.
• Ability to type accurately at a minimum rate of 30 words per minute (WPM).
• Demonstrate a genuine interest in interacting with customers and building positive relationships.
• Exhibit excellent interpersonal, written, and verbal communication skills.
• Maintain a professional and polished demeanor while guiding customers through their inquiries and concerns.
• Possess previous experience in marketing and/or customer service.
• Ability to work effectively in a team-oriented environment.
• Demonstrate self-sufficiency, resourcefulness, and the ability to work effectively with minimal supervision.
• Possess intermediate computer skills, including web browsing, email (including Microsoft Outlook), Microsoft Excel, and Microsoft Word.
• Demonstrate adaptability and flexibility to work varying schedules as required.
• Exhibit strong active listening skills and the ability to ask effective probing questions to identify and understand customer needs.
• Demonstrate strong web navigation skills to effectively support and guide customers.
• Willingness to work within the program’s operating hours: Monday through Friday, 8:00 AM–8:00 PM EST , including assigned shifts.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty for clients across the globe. Through multiple communication channels and languages, we deliver first-class customer service across every market we support.

Our values are the heartbeat of our organization. We live, breathe, and demonstrate these values every day. At Percepta, we:

• Lead with Humility – We listen first, lead with empathy, and stay grounded, creating space for people and ideas to grow.
• Service Beyond Self – We serve our clients, customers, and teammates with care, respect, and integrity in every interaction.
• Leave It Better – We take ownership and strive to leave every process, person, and place better than we found it.
• Win Together – We succeed as one team by supporting, celebrating, and showing up for one another.
• Deliver Remarkable – We go beyond expectations to create bold, meaningful experiences that make a lasting impression.

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.

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