Job Description

Overview Consumer Marketing Consultant (047YN) position in Melbourne, Florida with Percepta. You will contribute to creating and delivering excellent customer experiences as part of a unique culture. Requisition Title Consumer Marketing Consultant (047YN) What You’ll Be Doing The Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC). It provides live agent support for inbound inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct-to-consumer marketing programs, and other Automotive Client Company requests. The center’s objective is to positively influence purchasing decisions by answering inquiries, educating consumers on vehicle advantages and sales incentives, locating dealerships and vehicles, scheduling test drives, and following up on customer experiences. The Consumer Marketing Consultant (CMC) is an agent role for the MPH Program Team. The CMC will provide customer support at various touchpoints throughout the customer journey, including inquiries related to product requests, sales/marketing information, technical difficulties with ownership tools, test drive scheduling, incentive eligibility, opt-out/privacy preferences for marketing communications, and inquiries regarding online consumer tools and resources. During a Typical Day, You’ll Manage new and existing workload within the standard timeframe, as applicable to program standards. Research and resolve complex customer inquiries and concerns, escalating as needed to various business partners and/or client. Handle inbound customer concerns and inquiries in a timely manner. Maintain knowledge of functional areas and company policies through desk drops and recurring training. Educate the customer on client products and services. Engage in multi-channel communication with current or potential customers by phone, email, and/or chat to assist with inquiries about client products and/or services. Explain services and promotions while adhering to guidelines and regulations. Assist customers experiencing technical issues, using escalation resources/processes to resolve issues. Provide customer support with various online tools. Use available resources to obtain relevant information for the customer’s inquiry and educate on self-service options for future reference. Document every customer interaction, including follow-up requirements and resolutions, in the appropriate systems/applications. Ensure all customer contacts are logged to provide an accurate historical view of interactions. Meet specified program metrics (service levels, quality standards, customer satisfaction, productivity) while following policies and controls. Provide feedback and recommendations to management on potential improvements. Comply with Percepta policies, product information, training, and relevant laws and regulations. Be receptive to feedback and coaching based on set standards from Operations Management and Supervisors. Participate in projects and other tasks assigned by management. Aim to deliver world-class customer service, defined as a valuable and knowledgeable experience that supports vehicle purchases and brand awareness. What You Bring to the Role High School Diploma or GED, required 1-year experience in sales, marketing, customer service, or related field – required 1-year experience in a contact center environment – required Knowledge and passion for the Automotive Industry and cutting-edge technology - preferred What You Can Expect Competitive salary with incentives 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 Problem-solving abilities for resolving basic to complex matters Ability to type at a rate of 30 wpm Genuine desire for interacting and building relationships Excellent interpersonal, written, and oral communication skills Professional demeanor guiding customers through inquiries Strong background in marketing and/or customer service Ability to work in a team-oriented environment Self-sufficient, resourceful, and able to work with minimal supervision Intermediate computer skills (Web Browsing, Email, Outlook, Excel, Word) Flexible schedule adaptability Active listening with effective probing questions Web navigation skills to support and guide customers Shift work: Monday through Friday, 8am–8pm (EST) About Percepta Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty across the globe. We deliver in multiple channels and languages with first-class service. Our values guide us daily: Lead with humility, Service beyond self, Leave it better, Win together, and Deliver remarkable. Percepta is an equal opportunity employer and values diversity and inclusion. We respect and empower the culture and perspectives within our global teams. Percepta is committed to building a diverse and inclusive workforce that reflects the communities we serve and ensures all employees feel valued and comfortable being their authentic selves at work. #J-18808-Ljbffr Percepta LLC

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