Customer Experience Specialist
Company: TTEC
Location: Omaha
Posted on: June 24, 2022
Job Description:
SummaryThe Customer Experience Specialist (CXS) will work with
customers and prospective buyers to earn and retain their loyalty
with our customers, a globally recognized provider of high-quality
automotive products and services. This will be accomplished by
creating relationships based on understanding the customer's needs,
concerns, lifestyle, and preferences by carefully listening to the
customer, providing knowledge and resources, and resolving issues
in a timely basis. In this role, the (CXS) is empowered to make
decisions using customer satisfaction tools to resolve customer
concerns and to ensure customer loyalty. This position is a Single
Point of Contact for customers to address sales, product knowledge,
service issues, dealer information, and to obtain resolutions.
Customer interaction will be accomplished through a combination of
inbound/outbound phone, email, and other
correspondence.Responsibilities
- Provide an exceptional customer experience with a focus on
building a relationship of trust and enthusiasm while guiding the
customer from website to pre-buy experience, to include:o Vehicle
knowledge and availabilityo Local promotions for the brando Assist
with specifications of vehicleo Assist with customer/Dealer
connectiono Educate the customer on products and services
- Act as a resource of all product knowledge and service
support
- Scheduling activities as required for special events
- Actively listens to the customer while controlling the
interaction to lead the customer in a professional and efficient
manner
- Act as a liaison between customer, service support, and
dealership by following up to ensure customer satisfaction
- Responsible for handling inbound customer calls regarding sales
and service in a helpful, courteous, and professional manner,
displaying knowledge and concern for their needs
- Responsible for handling emails and chats
- Exhibit strong follow up and organizational skills, in both
verbal and written communication
- Responsible for resolving customer issues using all available
resources, including Dealers (i.e. Service Personnel, Subject
Matter Experts', leadership, and Field Service Engineers).
- Return all email and voice mail messages promptly and follow up
with customers and dealers as committed
- Responsible for documenting customer inquiries and
concerns
- When necessary, use applicable customer satisfaction tools to
resolve customer issues. Tools include financial assistance,
service plans, payments, and maintenance plans
- Participate in business-related marketing and sales
projects
- Ability to meet specified goals as set forth by management
- 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
- Other duties as assigned Case Management
- Practical application of time management is critical as
specialists will focus on handling cases from initial concern to
resolution
- Specialists will be trained on processes which include
understanding of local laws
- Specialists will need to handle cases within client's
established timeline
- Successful agents in this role will utilize resources including
onsite Knowledge Base, Dealerships, local resources, Part & Tech
SME's for case progression
- Critically important to agent success and customer satisfaction
includes keeping our promise. Agents must follow up with customers
on updates and timelines. Missing timelines to follow up leads to a
poor customer experience and diminished brand
loyaltyExperience
- 2 years of experience in a Customer Relations Contact Center,
Hospitality Industry, or PR/Sales field
- Experience in a luxury field (hospitality or brand product)
(preferred)
- Knowledge of the automotive industrySkills
- High level of trust and integrity
- Strong verbal and written communication skills
- Detailed listening skills
- Strong customer service, interpersonal, and
relationship-building skills
- Time management and ability to prioritize projects and customer
needs
- Conflict resolution skills - listen to the customer
- Exercise good service and business judgment with the end goal
of customer satisfaction
- 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 blend personality with a professional demeanor to
provide the customer with a comfortable conversation
- Use of technology for product resourcing to resolve customer
issues
- Typing Skills (minimum 30wpm)
- Knowledgeable in MS Office, Email, Texting and Chat
- Ability to work through multiple computer screens
- Ability to work calmly under pressure
- Displays professionalism in demeanor, language, and
appearanceOther
- Call Centre environment
- Must be able to interact with all internal and external
departments and contacts
- Must represent Percepta professionally with all customers and
external organisations and contacts
Keywords: TTEC, Omaha , Customer Experience Specialist, Other , Omaha, Nebraska
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