Job Description

Consumer Marketing Consultant At Percepta , we bring first‑class service across each market we support. As a Consumer Marketing Consultant in Melbourne, Florida , you’ll be part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), providing live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other automotive client general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on automotive client vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives, and following up on their experience. 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 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 Manage new and existing workload within the standard timeframe, as applicable to program standards. Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and/or client. Handle inbound customer concerns and inquiries in a timely manner. Maintain knowledge of functional areas and company policies and procedures through desk drops and recurring training. Educate the customer on client products and services. Communicate with current or potential customers by phone (inbound/outbound), email, and/or chat to assist customers with inquiries about client products and/or services. Explain services and special promotions to customers while adhering to all guidelines and regulations. Assist customers experiencing technical issues, which may require use of escalation resources/processes in order to resolve issues and concerns. Provide customer support with various online tools. Utilize various resources to obtain relevant information for a customer’s inquiry/concern, providing clear and concise information and educating customers on self‑service options for future reference. Document every customer interaction, including follow‑up requirements and resolutions or outcomes, within the appropriate systems/applications. Ensure all customer contacts are properly logged into the appropriate contact system, allowing for an accurate historical view of a customer’s contacts with the program. Meet specified goals associated with program metrics, including service levels, quality standards, customer satisfaction survey results, and overall productivity, while following all policies, procedures, and controls. Provide feedback/recommendations to management concerning possible problems or areas of improvement. Comply with Percepta policies and procedures, product information, content, resources, training, and systems, and all applicable Federal, State, and Local laws and regulations relating to job duties. Be receptive to feedback and coaching based on established standards provided by Operations Management and Supervisors. Participate in projects, duties, and other tasks assigned by management. Strive to achieve world‑class customer service with each consumer. What You Bring to the Role High School Diploma or GED (required). 1‑year previous experience in sales, marketing, customer service, or a combination thereof (required). 1‑year previous 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 accurately at a rate of 30 words per minute (required). Genuine desire for interacting and building relationships. Excellent interpersonal, written, and oral communication skills. Professional and polished demeanor when escorting the customer through their inquiries. Strong previous experience in marketing and/or customer service. Ability to work in a team‑fostered environment. Self‑sufficient, resourceful, and works well with minimal supervision. Intermediate computer skills, including web browsing, email (including Microsoft Outlook), Excel, and Word. Adaptable to a flexible schedule. Strong active listening skills and effective probing questions. Web‑navigation skills when supporting and guiding customers. Shift work, hours of operation – Monday through Friday 8 a.m.–8 p.m. (EST) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients worldwide. Delivered in multiple channels and 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. Serve 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. 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 delivering amazing service and technology, and humanity, ensuring all employees feel valued and authentic at work. Diversity is our strength, enabling every individual to bring unique value to the table. #J-18808-Ljbffr Percepta

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