Customer Experience Specialist

Job Description

Job Description

Requisition Title: Customer Experience Specialist (04EMT)
US-FL- MelbourneDescription

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist (CXS) on-site in Melbourne, FL , 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 Customer Experience Specialist (CXS) serves as the Single Point of Contact (SPOC) for customers throughout their service journey, acting as the liaison between customers and dealerships to provide a seamless service scheduling experience. The Customer Experience Specialist coordinates routine maintenance and vehicle repair appointments, manages cases from initial contact through resolution, and provides proactive communication and follow-up to ensure customers remain informed, supported, and connected while delivering exceptional customer experience. Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence.

During a Typical Day, You’ll:

• Deliver an exceptional customer experience focused on building trust, confidence, and brand loyalty.
• Serve as the primary point of contact throughout the customer's service journey from initial concern through case resolution.
• Partner with customers to understand their service needs and develop an action plan toward resolution.
• Contact dealerships to coordinate vehicle repair appointments and assist customers in scheduling service based on dealer availability.
• Maintain communication with customers and dealerships to monitor repair progress, appointment status, and next steps.
• Actively listen while guiding conversations in a professional, empathetic, and efficient manner.
• Serve as a liaison between customers and dealerships to facilitate communication and timely case progression.
• Handle inbound and outbound customer calls regarding vehicle service concerns in a courteous, professional, and solution-oriented manner.
• Respond to customer inquiries through phone, email, chat, and other approved communication channels.
• Resolve customer concerns utilizing available resources, dealership partnerships, internal processes, knowledge resources, leadership guidance, and established business procedures.
• Document all customer interactions, case updates, dealership communications, and next steps accurately within CRM systems.
• Utilize AI-enabled tools, automated workflows, and manual tracking tools to improve case management, summarize customer interactions, identify next actions, and maintain accurate case records.
• Meet established quality, productivity, customer satisfaction, and operational performance goals.
• Provide feedback to leadership regarding process improvements that enhance the customer experience and operational efficiency.
• Support team success by collaborating with peers and assisting with departmental needs.
• Perform other duties as assigned.
• Effectively manage customer cases from initial contact through final resolution while maintaining ownership and accountability.
• Prioritize workload to ensure customer commitments and follow-up expectations are consistently met.
• Coordinate service activities with dealerships to support timely vehicle repairs and case progression.
• Maintain accurate case documentation utilizing CRM systems, AI-generated summaries where applicable, and manual tracking tools.
• Follow established business processes and timelines while adapting to changing customer needs.
• Proactively communicate status updates, repair progress, and expected timelines to customers.
• Demonstrate strong organizational skills while managing multiple open cases simultaneously.
• Deliver on customer commitments, recognizing that timely follow-up and communication are critical to customer satisfaction and brand loyalty.
• Utilize AI-generated recommendations, summaries, and search capabilities to improve efficiency while validating information for accuracy.
• Leverage CRM systems (Salesforce or similar platforms) to document customer interactions, manage case workflows, and support timely case resolution.
• Utilize automated workflows and manual tracking tools to monitor case progress, dealership activities, follow-up commitments, and customer communications.
• Adapt to new digital tools and technologies that improve productivity, enhance customer experience, and support operational excellence.

• Ensure responsible, ethical, and customer-focused use of AI technologies while maintaining appropriate human judgment in customer interactions.

What You Bring to the Role

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

• Minimum of 2 years of experience in customer service, customer relations, hospitality industry, contact center, or similar customer-facing environment.
• Experience managing customer cases from initial contact through resolution preferred.
• Automotive service or dealership experience is a plus.
• Experience using CRM platforms, digital communication tools, and case management systems preferred

Skills

• High level of trust, integrity, and professionalism.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Exceptional customer service, relationship-building, and interpersonal skills.
• Ability to coordinate activities across multiple stakeholders.
• Strong organizational and time management skills with the ability to prioritize competing demands.
• Critical thinking and sound business judgment.
• Conflict resolution and de-escalation skills.
• Comfortable working in a fast-paced, technology-driven environment.
• Proficiency using CRM platforms, Microsoft Office, email, chat, and digital communication tools.
• Ability to utilize AI-enabled technologies and automation tools to improve efficiency.
• Ability to navigate multiple applications and computer screens simultaneously.
• Ability to remain calm and professional under pressure.
• Demonstrates accountability, adaptability, and a customer-first mindset.

Other

• Contact center environment.
• Must effectively interact with internal teams, dealership personnel, and customers.
• Represents Percepta professionally with all customers, dealership personnel, and business partners.
• Supports continuous improvement initiatives and embraces evolving technologies and business processes.

What You Can Expect

• Starting pay of $18.34/hr.
• 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

• Call center environment
• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all customers and external organizations and contacts

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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