(Internal) Lead Customer Experience Specialist

Location: Melbourne, Florida

About the Role

As a Lead Customer Experience Specialist (LCXS) at Percepta, you’ll support CX Specialists and customers as the subject matter expert in product knowledge and customer care. You’ll demonstrate high levels of contact center values, including problem-solving, a customer-first mentality, and teamwork. The LCXS role involves handling incoming customer inquiries, escalated cases, and assisting with floor coaching and development.

Responsibilities

• Promote company and contact center values and culture.
• Act as an employee and customer advocate, ensuring a positive experience and mentoring others.
• Handle escalated customer concerns using call center technology and data management tools.
• Perform all duties of a CX Specialist, including providing exceptional customer experiences through product or service knowledge, building trust, and guiding customers through the pre-buy experience, such as:
  • Vehicle knowledge and availability.
  • Price building and local promotions for the brand.
  • Scheduling test drives, following up with dealers and customers.
  • Assisting with vehicle specifications and customer/dealer connections.
  • Educating customers on products and services.
• Use multiple technologies (telephony, internet, face-to-face) to resolve customer inquiries.
• Take responsibility for outcomes of customer contact, rectifying complex situations involving emergencies, complaints, or dissatisfaction.
• Escalate cases to Team Leaders when appropriate.
• Record customer, case, and vehicle details accurately in databases.
• Deputize for the Team Leader when needed and delegate work accordingly.
• Provide performance management feedback to the CX Operations Supervisor.
• Act as a coach, mentor, and leadership figure within the team.
• Communicate resolutions and information confidently and knowledgeably.
• Resolve and advise on employment issues.
• Apply Percepta policy and procedure effectively and consistently.
• Assist in special projects and other duties as requested.
• Serve as a resource for product knowledge and service support.
• Schedule activities for special events.
• Actively listen to customers while professionally leading interactions.
• Liaise between customers, service support, and dealerships to ensure satisfaction.
• Handle inbound calls, emails, and chats regarding sales and service in a courteous, professional manner.
• Exhibit strong follow-up and organizational skills in verbal and written communication.
• Resolve customer issues using all available resources, including dealers, subject matter experts, and resolution specialists.
• Return all email and voice messages promptly and follow up as committed.
• Document customer inquiries and concerns.
• Use customer satisfaction tools, such as financial assistance, service plans, and extended service options.
• Manage financial assistance requests.
• Participate in marketing and sales projects.
• Meet specified performance goals.
• Provide feedback to management for departmental improvement and growth.
• Work as a team player and assist other team members when needed.

Requirements

• High School Diploma required; Associate’s or Bachelor’s degree preferred.
• 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field.
• Experience in the automotive industry or luxury field (hospitality or brand product) is 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 with a focus on customer satisfaction.
• Excellent English language skills, both oral and written, with grammatical knowledge and etiquette.
• Ability to influence others through verbal and/or written correspondence.
• Ability to blend personality with professionalism for comfortable customer conversations.
• Proficiency in using technology for product resourcing to resolve customer issues.
• Typing skills and knowledge of MS Office, email, texting, and chat.
• Ability to work through multiple computer screens.
• Ability to work calmly under pressure.
• Professional demeanor, language, and appearance.
• Ability to work in a 24/7 call center environment.
• Must be able to interact with all internal and external departments and contacts.
• Must represent Percepta professionally with all customers and external organizations.

About Percepta

Established in 2000, Percepta operates contact centers globally, delivering frictionless customer experiences. Our values drive our culture:

• Culture of Service: Treated like a customer from day one.
• Teamwork: Supportive family environment fostering growth, trust, and open communication.
• Respect: Accountable, dependable team that values your contributions.
• Proactive: Surround yourself with solution-oriented people striving for improvement.
• Career Growth: Learning opportunities for aspiring minds.
• Diversity: Part of a growing, diverse, and community-minded organization.
• Competitive Compensation: More than just wages and benefits, with incentives promoting physical, mental, and financial wellness.