Job Information
Percepta Bilingual Technical Client Support in Melbourne, Florida
Description
At Percepta, we bring first-class service across each market we support. As a Lincoln Way App Concierge 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
The Lincoln Way App Concierge builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, chat, or online chat. The Concierge will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for consumers to build a strong loyalty to the program. The Concierge will be focused on building relationships with their clients and providing an outstanding experience where clients are delighted.
During a Typical Day, You’ll
Provide an exceptional client experience in every interaction.
Communicate effectively in both verbal and/or written responses to client inquiries.
Provide insightful advice and direct support to consumers in need. Diagnoses of issues and provide resolution with teaching and guidance.
Partners with legacy app owners for troubleshooting and resolution.
Educate the client on products and services.
Researches and resolves billing or payment issues. Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.
Act as a liaison between clients and dealerships, providing excellent service to both by following up with open cases.
Participate in projects, responsibilities, and other tasks assigned by management.
Identifies and presents out of the box ideas and changes to other Concierge and Leaders that will ensure this program is a world class experience.
What You Bring to the Role
Education
- Bachelor’s degree or associate Degree preferred or equivalent position related experience required.
o Communications, Public Relations, Marketing, or related field of study preferred.
Experience
Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
o Exceptional customer service
o Automotive Industry
o Cutting edge technology
Skills
- Communication
o Excellent communication skills – both verbal and written word
§ Passionate and confident over the phone
§ Comfortable with email, text, or any written form of communication
§ Savvy and demonstrate creative solutions.
o Present a professional and polished yet friendly appearance.
o Speed and accuracy when typing
o Ability to sway the opinion of others through verbal and/or written correspondence.
o Ability to adapt communication style to fit the style of others.
o Ability to diagnose issues quickly and resolve with patience and empathy.
o Demonstrated ability to interject personality into written content without crossing professional boundaries.
Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues.
Brings an energetic and collaborative mind set to the team.
Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients.
Strong customer service, interpersonal and relationship-building skills
Ability to provide SME experience to fellow colleagues.
Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.
Ability to work well under pressure.
Active listening skills
Strong multi-tasking skills, organizational, time management, planning and problem-solving skills.
Self-sufficient, resourceful and works well with minimal supervision.
Other
- Bilingual (Spanish and English) written and verbal communication skills required for some positions as business needs require.
What You Can Expect
Health/Dental/Vision/Life Insurance
Flexible Spending Account (FSA) and Health Savings Account (HSA)
401(k) with company match
Vacation/Sick Time and Paid Holidays
Tuition Reimbursement
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
· Employee Rewards Program (Perci Perks)
A Bit More About Your Role
[ANY ADDITIONAL JOB DETAILS YOU WANT TO INCLUDE]
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.
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Primary Location: US-FL-Melbourne
Req ID: 03XAO