Customer Experience Specialist - Concern
Percepta · Houston, TX · 1 mo ago
HybridOTHRFull-time
We need to output HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must remove boilerplate like EEO, etc. Must preserve all substantive info.
We need to parse the posting.
First paragraph: "At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist-Concern in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture". That's about the role? Could be "About the role". We'll put that in . Must preserve all substantive info; not summarize away.
We need to parse responsibilities section: It starts after "What You’ll Be Doing". Then a paragraph: "The Customer Experience Specialist – Concern (CXSC) will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The CXSC will resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of the CXS and our client’s Brand throughout the case management process. In this role, the CXSC is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The CXSC will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The CXSC is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. The CXSC may receive general Inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed. Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence. The CXSC is responsible for meeting expected customer service levels and achieving CX objectives relative to their after-call and after-case customer survey scores."
Then "During a Typical Day, You’ll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution Act as a resource of all product knowledge and service support 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 in a helpful, courteous and professional manner, displaying knowledge and concern for their needs Responsible for handling emails 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 all customer interactions When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans 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"
Then "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, and Tech SME’s for case progression Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty"
Thus responsibilities include many items. We'll list them as bullet points.
Next "What You Bring To The Role" is qualifications/requirements/skills. We need to separate into Requirements, Qualifications, Skills perhaps. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide what content belongs where.
We have "What You Bring To The Role" includes: 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) a plus Knowledge of the automotive industry a plus 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 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 work calmly under pressure Displays professionalism in demeanor, language and appearance Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation Use of technology for product resourcing to resolve customer issues Ability to work through multiple computer screens Typing Skills (minimum 30wpm) Knowledgeable in MS Office, Email, Texting Experience with Microsoft Dynamics (Customer Contact system) an asset
That's a mix of requirements (education, experience) and skills (communication, etc.). We could split: Requirements: education and experience. Qualifications: maybe certifications? Not present. Skills: the rest. But we need to follow instruction: include a section ONLY when posting has real, specific content for it. So we can have Requirements, Qualifications, Skills sections if content exists.
We have education and experience: "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) a plus Knowledge of the automotive industry a plus". That's requirements.
We could treat "High level of trust and integrity" etc as Skills. Also "Strong verbal and written communication skills", etc.
Thus:
. Let's extract bullet points from the responsibilities text.
I'll list them:
- Work with customers to earn and retain their loyalty by showing appropriate empathy and resolving concerns in the fastest and most pleasant means possible.
- Resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure questions are answered and that they have a positive view of the CXS and client’s Brand throughout the case management process.
- Serve as the single point of contact for the customer, taking both initial inbound calls and managing related cases.
- Liaise with clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible.
- Empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty.
- May receive general Inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed.
- Accomplish customer interaction through a combination of inbound/outbound phone, email, and other correspondence.
- Responsible for meeting expected customer service levels and achieving CX objectives relative to after-call and after-case customer survey scores.
- Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from initial contact through case resolution.
- Act as a resource of all product knowledge and service support.
- Actively listen 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 in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs.
- Responsible for handling emails.
- Exhibit strong follow-up and organizational skills, in both verbal and written communication.
- Responsible for resolving customer issues using all available resources, including Dealers (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 all customer interactions.
- When necessary, use applicable customer satisfaction tools to resolve customer issues (tools include financial assistance, service plans, payments, and maintenance plans).
- Ability to meet specified goals as set forth by management.
- Provide feedback to management for 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
About the role
with a. Then "What You’ll Be Doing" is responsibilities. So
Responsibilities
with list of duties. Many bullet-like sentences. We'll extract each duty asRequirements
- 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) a plus
- Knowledge of the automotive industry a plus
Skills
with many items. But we also have "What You Can Expect" which includes benefits: Competitive Salary with Incentives Health/Dental/Vision/Life Insurance Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) 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) That's benefits. SoBenefits
with list. Pay: "Competitive Salary with Incentives" is mentioned under benefits but also could be Pay. The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. It does state Competitive Salary with Incentives, so we could have Pay section with that. However we already have Benefits section that includes salary? Usually salary is separate. We could put Pay: Competitive Salary with Incentives. Benefits: other items. Let's separate. Schedule: "Hours of Operation: Monday-Friday: 7:00 AM – 10:00 PM CT, Saturday: 7:00 AM – 7:00 PM Start Date: March 23, 2026." That's schedule info. So we can have Schedule section. Also there is "A Bit More About Your Role" with: Must be able to interact with all internal and external departments and contacts Must represent Percepta professionally with all customers and external organizations and contacts. That could be part of Responsibilities or Skills. We'll incorporate into Responsibilities maybe as extra bullet. Also "About Percepta" description: company overview. Could be part of About the role? Or maybe we could add a section "About the company"? Not in allowed headings. The allowed headings list does not include About the company. So we should incorporate that into About the role maybe? Or we could drop it as boilerplate? It's not boilerplate; it's substantive about company. But we only allowed headings list; we could put it under About the role as additional paragraph. We must not include EEO etc. So remove that. Now produce HTML fragment. Structure:About the role
At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist-Concern in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. Percepta, established in 2000 as a joint venture with TTEC, specializes in creating customer loyalty to its clients across the globe, delivering service in multiple channels and languages, living by values of humility, service beyond self, leaving it better, winning together, and delivering remarkable.
But we need to ensure we don't invent content. The description about Percepta values is from the posting. It's okay to include. Now Responsibilities: we need to list each duty as