Customer Contact Specialist

$31,200 - $31,200/Yr

Percepta - Melbourne, FL

Full-time - Entry Level

Remote - Melbourne, FL

Personal and Laundry Services

About the position

As an Outbound Contact Specialist at Percepta, you will play a crucial role in delivering exceptional customer experiences through outbound communication. This position involves engaging with customers via phone, email, and SMS to provide information about various programs and tools offered by the brand. You will utilize your problem-solving skills and customer service expertise to address inquiries and ensure customer satisfaction while contributing to a positive team environment.

Responsibilities

• Contact customers by making outbound calls to provide information about programs and tools offered by the brand.
• Follow initial scripts during customer engagement to ensure consistent messaging.
• Address customer questions and concerns by actively listening and utilizing training and knowledge base tools.
• Provide exceptional customer experience and build trust during outreach.
• Assist customers in utilizing available tools and programs effectively.
• Act as a resource for product knowledge and service support.
• Exhibit strong follow-up and organizational skills in communication.
• Route customers to appropriate departments for issue resolution when necessary.
• Meet specified production and performance expectations.
• Provide feedback to management for departmental performance improvement.
• Assist team members when needed and participate in training opportunities.

Requirements

• High School Diploma required; associate or bachelor's degree preferred.
• Experience in Customer Relations Contact Center, Outbound Sales, or hospitality industry is a plus.
• Knowledge of the automotive industry is a plus.
• Strong verbal and written communication skills.
• Goal-oriented with detailed listening skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Time management skills and ability to prioritize projects and customer needs.
• Professional demeanor with conflict resolution skills.
• Excellent English language skills, both oral and written, with grammatical knowledge.
• Ability to work calmly and blend personality with professionalism.
• Proficient in using technology for product education and handling multiple computer screens.
• Typing skills to capture information while listening.

Nice-to-haves

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

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health savings account
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)