Guided Virtual Tour Specialist

At Percepta, we bring first-class service across each market we support. As a Guided Virtual Tour Specialistin 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.

Hours of Operation: Tuesday - Saturday: 9:00 AM - 5:30 PM

Full Time – (40 hours a week)

What You’ll Be Doing 
Guided Virtual Tour Specialist will conduct outbound sessions (video or phone) with our major automotive clients. The intent of these sessions is to provide a personal onboarding experience to supplement the dealership delivery process, with a goal of assisting the customers to grow their knowledge of their newly purchased/leased vehicle in a communication manner of their choosing.  This role will further establish the Client with a truly world-class ownership experience and will deliver this experience via the customers selection through phone or video conference.  This interaction will strengthen the customers knowledge on the vehicle areas in which they want to learn more with a time and method convenient for the customer.     

During a Typical Day, You’ll

• Provide an exceptional client experience with focus on providing a personal onboarding experience by confidently speaking about vehicle features, benefits and any all-new elements to deliver a seamless and informative experience with the customer.
• Act as a Subject Matter Expert on all product knowledge of the selected vehicles and service support which is achieved through extensive product training. 
• Commence communication with customer upon receipt of the customer details such as but not limited to areas of interest and preferred contact method.
• Conduct the personal onboarding experience session via phone or video with the customer. 
• Actively listen to the client to adjust the interaction in a casual, conversational manner. Maintain a professional yet light-hearted and unscripted demeaner throughout the engagement.
• Inform the customer they will be receiving a survey for feedback on the experience to understand if this offer should be made available to more customers.  
• Document and/or record notable customer verbatims during the experience and provide this feedback to the USCX team.
• Assist Percepta leadership in working with the CX Team to manage the overall execution of this program and providing program summaries of customer interaction findings and program metrics.
• Participate in weekly meetings with Percepta Leadership and the CX Team to provide program status, updates, and opportunities for program improvement discussions.
• Identify and present reimagined, out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.
• Provide appropriate routing of call to the CRC representative depending upon service and/or safety concerns for the customer
• Other duties as assigned

What You Bring to the Role 

Education

• High School Diploma required; Associate 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.
• 1 to 3 years of experience in an in-person or retail customer relation experience and/or luxury brand experience preferred.
• Knowledge and passion for the Automotive Industry and cutting-edge technology

What You Can Expect 

• Competitive salary
• 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

• A customer has just purchased a vehicle. Upon getting the new vehicle would like more information about features and benefits with their new purchase. That is where you come in!  
• The customer will either schedule an appointment either with the dealer or online for assistance with a Guide.  
• The Guide will take this customer service experience to another level by conducting onsite outbound video or phone chat sessions with our automotive customers.  
• The associates will have access to the same vehicle here on onsite that the customer has just purchased. Taking them on a real virtual tour of all the features and benefits of their new purchase in a face to face to perspective.  

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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