Dealer Experience Specialist

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Dealer Experience Specialist (DXS) in Melbourne, 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

Summary

The Dealer Experience Specialist (DXS) will partner with dealerships, develop strong working relationships, strive to provide an effortless dealer experience and assist in expediting Customer case handling behind the scenes when required. The DXS will play a critical role in assisting dealerships and Customer Experience Specialists (CXSs) in resolving customer inquiries and cases. As an advocate for the dealerships, the DXS will carefully review case details and support dealers in expediting the repair process to improve CX. If in a Proactive Solutions environment, the DXS will also analyze data from a variety of systems (e.g., DMS, Roadside, etc.) to identify off-road vehicles which might benefit from the Client’s intervention and engage Dealers accordingly.

During a Typical Day, You’ll

Responsibilities

• Collaborate with Dealership service personnel on a plan for every case that enables the quickest path for case resolution. Ensure appropriate case progression through established follow-up guidelines, and utilizing all available resources (Technical and Parts SME’s, Field Service Engineers, defined escalations processes, etc.).

• Manage assigned Dealer generated cases or tasks within established initial contact and follow-up time guidelines.

• Organize and prioritize daily work tasks to ensure all new cases, cases requiring follow-up, and Dealer and/or CXS requests are completed within established guidelines.

• Handle inbound contacts from multiple channels (calls, voicemail, email, CRM portal messages, chat, SMS, etc.) within established guidelines for response timelines.

• Utilize various voice and written communication channels (outbound calls, emails, portal messages, chat, SME, etc.) to engage and follow up with Dealership personnel, CXSs, and other Client personnel engaged in assigned cases to progress cases for the quickest resolution.

• Follow appropriate delegation of authority guidelines when utilizing available customer loyalty tools for financial requests and other financially impacting processes.

• Document every contact and case action, ensuring documentation follows established standards and enables effective case progression when other employees are required to act on the case.

• Ability to reach specified goals as set forth and meet performance expectations.

• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.

• Assist other team members when in need of support.

• Other duties as assigned.

Proactive Solutions – as applicable per program – in addition to the above responsibilities:

• Liaison between Dealership Service Management and other dealer service personnel, Field Service Engineers, Percepta Technical and Parts SME’s, and CXSs to resolve customer vehicle concerns.
• Influence dealers to take appropriate next steps.
• From time to time, reach out to customers.
• Manage assigned Dealer, Proactive, and CXS-generated cases or tasks within established initial contact and follow-up time guidelines.
• Successfully complete assigned recurrent training focused on basic vehicle mechanics acumen and dealership operations business acumen.

What You Bring to the Role

Education

• High School Diploma required

Experience

• 2 years of experience in Customer Relations Case Management, Account Management, or Customer Lifecycle Management
• 5 years overall work experience preferred
• Knowledge of automotive/repair shop, dealer experience a plus

Skills

• Problem-solving

• Strong multi-tasking

• Ability to act with urgency

• Attention to detail, strong documentation ability

• Ability to influence toward action through verbal and/or written correspondence

• Curious – focus on continuous improvement through learning and application

• Strong level of comfort working on computers – multiple screens, multiple tabs, multiple applications at one time

• Strong understanding and application of CRM principles: customer database systems, tracking case progression, understanding of automation within CRM, and how to utilize

• Experience with or ability/desire to understand automotive basic technical repair processes.

• High level of trust and integrity/commitment follow-through

• Strong verbal and written communication skills

• Strong team building skills, to work well within a close team environment – self-sufficient, resourceful, and works well with minimal supervision

• Time management and ability to organize, and prioritize daily tasks and customer needs

• Knowledgeable in MS Word, MS Excel, Email, Texting, and Chat

Other

• 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

• Desired: Understanding of automotive service processes and policies, warranties

What You Can Expect

• Starting pay of $17.00/hr.

• 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

• The hours of operation for this program are Monday-Friday 8:00 AM-8:00 PM and an 8-hour shift falls somewhere in between. Must be flexible to any shift.

• 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, 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 every day. 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 in 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

Career Growth – 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 bank account details from applicants at any point in the recruitment process.