Customer Purchase Survey Representative

About the role

As a Customer Purchase Survey Representative in Asheville, NC, you’ll provide timely and professional outbound contacts with the client’s vehicle owners to remind them of upcoming surveys regarding the purchase of their new vehicle at periodic intervals. You’ll transfer current vehicle issues to the Customer Relationship Center (CRC) inbound team and support business performance goals by promoting professional engagement with luxury automotive vehicle owners via telephone.

Responsibilities

• Promptly process and execute outbound calls from client-provided lead lists.
• Transfer all inquiries, issues, concerns, or questions to the inbound Customer Relationship Center (CRC) team, determining appropriate actions based on job aids, research, and desktop solution tools to ensure service level metrics are achieved.
• Communicate professional, grammatically correct information to customer inquiries and concerns regarding pending surveys; educate customers on survey procedures and expectations.
• Place outbound calls to customers to emphasize the importance of upcoming purchase surveys.
• Utilize technology, scripts, and product knowledge while actively listening to consumers, providing answers, and controlling the call in an efficient and professional manner.
• Act as a point of transfer to the inbound CRC team for issues, inquiries, or concerns regarding luxury automotive products.
• Log all customer contacts into the CRC’s outbound contact system to maintain an accurate historical view; appropriately disposition outbound call attempts and maintain the required number of attempts.

Requirements

• High school diploma or GED required.
• One (1) year of customer service experience preferred.
• Strong written and oral communication skills with all levels of the organization.
• Strong customer service, interpersonal, and relationship-building skills.
• Strong multi-tasking, organizational, time management, planning, and problem-solving skills.
• Team-building skills to work well within a close team environment; self-sufficient, resourceful, and works well with minimal supervision.
• Ability to demonstrate a high degree of professionalism.
• Working knowledge of computers; experience with Customer Contact systems is an asset.
• Must be able to interact with all internal and external departments and contacts.
• Must represent Percepta professionally with all clients and external organizations.

Benefits

• Health, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• 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).

Pay

Hourly pay rate of $15.75.

About Percepta

Established in 2000, Percepta operates contact centers across the globe, delivering a frictionless customer experience. The company values a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation.