Customer Experience Specialist - Concern PV

$40,560 - $40,560/Yr

Percepta - Houston, TX

Full-time - Entry Level

Houston, TX

Personal and Laundry Services

About the position

The Customer Experience Specialist - Concern (CXSC) at Percepta in Houston, TX, is responsible for creating and delivering exceptional customer experiences. This role involves resolving customer concerns efficiently while maintaining a positive relationship with clients and ensuring customer loyalty. The CXSC serves as the primary point of contact for customers, managing inquiries and cases through various communication channels, including phone and email.

Responsibilities

• Provide an exceptional customer experience by building trust and enthusiasm with customers.
• Act as a resource for product knowledge and service support.
• Listen actively to customers and control interactions professionally.
• Liaise between customers, service support, and dealerships to ensure satisfaction.
• Handle inbound customer calls courteously and professionally.
• Respond to emails and document all customer interactions promptly.
• Resolve customer issues using available resources, including dealers and subject matter experts.
• Meet specified goals set by management and provide feedback for departmental improvement.
• Work collaboratively with team members and assist when needed.

Requirements

• High School Diploma required; Associate or Bachelor's degree preferred.
• 2 years of experience in a Customer Relations Contact Center or hospitality industry.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Knowledge of the automotive industry is a plus.
• Strong verbal and written communication skills.
• Detailed listening skills and strong customer service abilities.
• Time management and ability to prioritize projects and customer needs.
• Conflict resolution skills and good service judgment.
• Excellent English language skills, both oral and written.
• Ability to work calmly under pressure and maintain professionalism.

Nice-to-haves

• Experience with Microsoft Dynamics (Customer Contact system) is an asset.
• Knowledge of MS Office, Email, and Texting.

Benefits

• Health savings account
• Paid holidays
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance