Customer Experience Specialist

Job Description

Job Description

Requisition Title: Customer Experience Specialist (04F2Z)
US-MI- DearbornDescription

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist in Dearborn, MI, specializing in the automotive industry, you’ll be 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 Customer Experience Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. Customer Experience Specialist will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for guests to build a strong loyalty to the program. Customer Experience Specialist will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

Responsibilities

• Provide an exceptional member experience in every interaction.

• Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance.

• Partners with legacy App owners for troubleshooting and resolution.

• Researches and resolves billing or payment issues. Owns the member experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the member is delighted and eager to continue to utilize the program.

• Identifies and presents out of the box ideas and changes to other Customer Experience Specialist and Leaders that will ensure this program is second to none.

Education

• High School Diploma required. Associates Degree or Bachelor’s degree preferred.

Experience

• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.

• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.

• Exceptional customer service

• Automotive Industry

• Cutting edge technology

Skills

• Communication

• Excellent communication skills – both verbal and written word

• Passionate and confident over the phone or on video chat

• Comfortable with twitter, email, text, or any written form

• Savvy and demonstrate creative solutions

• Present a professional and polished yet friendly demeanor

• Speed and accuracy when typing

• Ability to sway the opinion of others through verbal and/or written correspondence

• Ability to adapt communication style to fit the style of others

• Ability to diagnose issues quickly and resolve with patience and empathy

• Demonstrated ability to interject personality into written content without crossing professional boundaries

• Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues

• Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients

• Strong customer service, interpersonal and relationship-building skills

• Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

• Ability to work well under pressure

• Active listening skills

• Strong multi-tasking skills, organizational, time management, planning and problem solving skills

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

Other

• Open to the possibility of relocation and the willingness to travel.

What You Can Expect

· Pay rate of $20.00 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

In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted.

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 requires all employees hired in the United States to successfully pass a background check and depending on location and client program, a drug test, as a condition of employment. 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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