Consumer Marketing Consultant, ICE

At Percepta, we bring first-class service across each market we support. As aConsumer Marketing Consultant (CMC) - Internal Combustion Engine inMelbourne, 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 Consumer Marketing Consultant – Internal Combustion Engine, as referred to as CMC (ICE),for the MPH Program Team will provide customer support at various touchpoints throughout customer journey.This includes general pre-sales, new product/vehicle reveal,online and dealership sales processes, and other aspects of the ownership experience.

Additionally, the CMC (ICE) will assist customers with 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

·Multi – Channel communication with current or potential Customers by phone (inbound/outbound), email and chat in assisting customers to buy client products and/or services.

·Explain services and special promotions to customers, while adhering to all guidelines and regulations. This includes, but is not limited to, new vehicle reservations, ordering and cancellations, marketing information, dealership contact information, dealership changes, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, address new vehicle product and features inquires, opt out/privacy preferences, discontinued vehicle information, lost certificate support and Build & Price.

·Assist customers experiencing technical issues related to Internal Combustion Engine (ICE), which may require use of escalation resources/processes in order to resolve issues and concerns relating to, navigation, and subscription matters.

·Provide customer support with various online tools, eCommerce process, subscription support

·Utilize various resources to obtain relevant information for customer’s inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference

·Document every customer interaction, including follow up requirements and resolutions or outcomes

·Required to meet specified goals associated with program metrics, as set by Operations Management, which include service levels, quality standards, customer satisfaction survey results, and overall productivity, while also following all policies, procedures, and controls.

·Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors

·Maintain knowledge of functional area and company policies and procedures through desk drops and reoccurring training.

·Provide feedback/recommendations to management concerning possible problems or areas of improvement.

·Strive to achieve ‘world-class’ customer service with each consumer. World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase and increasing 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 $[INCLUDE PAY IF COMPETITIVE] per hour

·Health/Dental/Vision/Life Insurance

·Flexible Spending Account (FSA) and Health Savings Account (HSA)

·401(k) with company match

·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 

Must represent Percepta professionally with all internal/external departments, contacts, clients and organizations

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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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