Temporary Lead Customer Experience Specialist

Percepta - Houston, TX

Full-time - Entry Level

Houston, TX

Personal and Laundry Services

About the position

The Temporary Lead Customer Experience Specialist at Percepta is responsible for creating and delivering exceptional customer experiences while supporting a team of Customer Experience Specialists. This role involves acting as a subject matter expert in product knowledge and customer care, handling escalated customer inquiries, and providing coaching and mentorship to team members. The position emphasizes a customer-first mentality and teamwork, ensuring that both employees and customers have a positive experience.

Responsibilities

• Support CX Specialists and customers as the subject matter expert regarding product knowledge and customer care.
• Promote company and contact center values and culture.
• Act as employee and customer advocate ensuring a positive experience.
• Receive and handle escalated customer concerns for the operations.
• Use common call center telephone and computer technology to manage customer interactions.
• Enter and retrieve data accurately in relevant databases.
• Take responsibility for the outcomes of customer contact and rectify complex situations.
• Recognize when to seek advice or escalate a case to a Team Leader.
• Record details about customer, case, and vehicle succinctly and accurately.
• Deputize for Team Leader when they are away and delegate work accordingly.
• Contribute performance management feedback to the CX Operations Supervisor.
• Provide leadership as a coach, mentor, or senior staff member.
• Communicate resolution/information to customers confidently and knowledgeably.
• Assist in special projects and participate in any other duties as requested.

Requirements

• High School Diploma required; Associate's or Bachelor's degree preferred.
• 2 years of experience as a Contact Lead Customer Experience Specialist, in the hospitality industry, or in PR/Sales.
• Strong verbal and written communication skills with excellent grammar and etiquette.
• Detailed listening skills and strong customer service abilities.
• Time management skills and ability to prioritize projects and customer needs.
• Conflict resolution skills and ability to exercise good service and business judgment.
• Knowledgeable in MS Office, Email, Texting, and Chat.
• Ability to work calmly under pressure and display professionalism.

Nice-to-haves

• Experience in the automotive industry is a plus.
• Experience in a luxury field (hospitality or brand product) is a plus.
• Appreciation or passion for trucks and/or automotive in general.

Benefits

• Competitive Compensation
• Career Growth opportunities
• Diversity and community-minded organization
• Programs promoting physical, mental, and financial wellness