Outbound Contact Specialist

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As an Outbound Contact Specialist in 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.

What You’ll Be Doing

In this role, an Outbound Contact Specialist will contact customers by making outbound calls. The Outbound Contact Specialist will follow initial scripts when first engaging with the customer to advise of some of the different programs, tools and opportunities offered by the brand. The Outbound Contact Specialist will address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure customer’s questions are handled appropriately. Excellent customer service skills and solid problem-solving abilities are essential for success in this role.

Customer interaction will be accomplished through a combination of outbound phone, email, SMS messaging. The Outbound Contact Specialists are responsible for meeting expected customer service and client objectives.

During a Typical Day, You’ll

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach.

• Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered.

• Act as a resource for product knowledge and service support

• Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner

• Exhibit strong follow up and organizational skills, in both verbal and written communication

• Responsible for handling customers questions/concerns by answering customer’s questions or transferring to the appropriate team to handle customer’s concerns

• When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle.

• Ability to reach specified production and performance expectations

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

• Work as a team player – assist other team members when in need of support

• Take part in training and other learning opportunities to expand knowledge of the company and position

• Adhere to all company policies and procedures

What You Bring to the Role

Education

• High School Diploma required; associate or bachelor’s degree preferred.

Experience

• Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus

• Knowledge of the automotive industry a plus

Skills

• Strong verbal and written communication skills

• Goal oriented

• Detailed listening skills

• Strong customer service, interpersonal and relationship building skills.

• Time management and ability to prioritize projects and customer needs.

• Portray a welcoming and hospitable demeanor through use of professionalism in language.

• Conflict resolution skills – listen to the customer.

• Excellent English language, oral and written, with grammatical knowledge and etiquette.

• Ability to sway the opinion of others through verbal and/or written correspondence.

• Ability to work calmly.

• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation.

• Use of technology for product education.

• Ability to work through multiple computer screens.

• Typing Skills – ability to listen and capture information at the same time.

• Knowledgeable in MS Office, Email, Texting.

• Experience with Microsoft Dynamics (Customer Contact system) an asset.

Other

• Must be able to interact with all internal and external departments and contacts.

• Must represent Percepta and our clients brand 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 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.

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 as bank account details from applicants at any point in the recruitment process.

#LI-Hybrid