Lead Customer Experience Specialist
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections with real content.
We need to parse the posting.
First, job title: Lead Customer Experience Specialist in Melbourne, Florida. Not to repeat as heading.
We need sections:
- About the role: maybe a short description: "At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, 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 prose.
- Responsibilities: list of duties. Many bullet points. We'll need to extract duties from "What You’ll Be Doing" and later sections. We'll produce - items.
- Requirements / Qualifications: "What You Bring To The Role": High School Diploma required; Associate’s or Bachelor’s degree preferred; Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility; 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field; Knowledge of the automotive industry a plus; Experience in a luxury field (hospitality or brand product) a plus.
We could combine as Requirements.
- Skills: maybe "What You Can Expect" is benefits, not skills. Skills could be from "A Bit More About Your Role": list of skills: 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, excellent English language, ability to sway opinion, ability to blend personality with professional demeanor, use of technology for product resourcing, typing skills, 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 appearance.
We could put these under Skills.
- Benefits: "What You Can Expect": 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.
- Pay: Not explicitly stated beyond "Competitive Salary with Incentives". That's vague; we should not create Pay section unless posting actually states them. It says "Competitive Salary with Incentives" which is not a specific number; but it's still a statement about pay. The rule: never create Pay/Schedule/Benefits sections unless the posting actually states them. It does state "Competitive Salary with Incentives". That is a statement about pay, albeit not specific. Should we include Pay? The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state Competitive Salary with Incentives, which is about pay. So we could include a Pay section with that statement. However they also say "Prefer a few substantive sections over many thin ones." Might combine Pay into Benefits? But Benefits already includes many items; Pay could be separate. However they said "never create Pay/Schedule/Benefits sections unless the posting actually states them." So we can include Pay if we have content. The content is "Competitive Salary with Incentives". That's substantive enough? It's not a number but it's a statement. I'd include Pay section with that line.
- Schedule: Not mentioned. No schedule info. So omit.
- Also we might have a short metadata paragraph for location etc. Could fold minor metadata into a short
or drop it. The location is mentioned in first sentence: "As a Lead Customer Experience Specialist in Melbourne, Florida". Could include that in About the role paragraph.
We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep all details from the posting, but we can consolidate into lists.
We must not repeat job title as heading. Not include Job ID etc.
We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement about Percepta being equal opportunity employer etc. That's boilerplate; we should remove it. Also the "About Percepta" paragraph maybe considered boilerplate? It's describing the company; could be considered substantive? It's about the company, not the role. Might be considered boilerplate but it's about Percepta values. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About Percepta" is not explicitly listed, but could be considered company overview; maybe we keep it as part of About the role? However the instruction says preserve ALL substantive information; do NOT invent or summarize away detail. The About Percepta paragraph is substantive about the company. Might be okay to keep. But we need to avoid duplication. The first paragraph already mentions Percepta brings first-class service etc. The About Percepta repeats similar. Might be considered duplicated. Safer to keep only the first paragraph about Percepta and maybe not repeat the About Percepta section. However the instruction says preserve ALL substantive information; if we drop the About Percepta paragraph, we lose some info about the company values etc. But the first paragraph already mentions "As a Percepta, we bring first-class service across each market we support." The About Percepta adds more detail about values etc. Could be considered substantive. However the instruction to remove boilerplate includes EEO etc; not company overview. I'd keep a short "About Percepta" paragraph maybe under About the role or as a separate section? But we only have defined headings; we could include it in About the role paragraph.
Thus About the role paragraph: combine first sentence and maybe the values? But we need to avoid too much detail; but we can include.
Let's craft:
About the role
At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, you’ll be part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture that lives by values such as leading with humility, service beyond self, leaving it better, winning together, and delivering remarkable.
That captures the values from About Percepta.
Now Responsibilities: we need to list duties. Let's extract from "What You’ll Be Doing" and the bullet-like sentences.
We'll produce a list.
Potential items:
- Support CX Specialists and customers as the subject matter expert for product knowledge and customer care.
- Demonstrate high levels of contact center values including problem solving, customer first mentality, and promoting a sense of family and teamwork.
- Support incoming customer inquiries and escalated cases.
- Assist with floor coaching and development.
- Promote company and contact center values and culture; act as employee and customer advocate ensuring a positive experience; mentor others.
- Receive and handle escalated customer concerns for operations.
- Use common call centre telephone and computer technology; enter and retrieve data; work in a team; manage own work.
- Perform all duties of a CX Specialist, including providing exceptional customer experience with high product/service knowledge, often autonomously acquired; build relationships of trust and enthusiasm guiding customer from website to pre-buy experience, including vehicle knowledge and availability, price building, local promotions, scheduling test drives, follow‑up with dealer day prior and customer two days after test drive, assist with vehicle specifications, customer/dealer connection, educate on products and services.
- Use multiple technologies (telephony, Internet services, face‑to‑face); review reports, correspondence and cases; take responsibility for outcomes of customer contact and rectify complex situations involving emergencies, substantial complaints, faults, disruptions or dissatisfaction.
- Recognize when to seek advice or escalate a case to a Team Leader.
- Deal with queries escalated by CSRs; record details about customer, case and vehicle succinctly and accurately in all relevant databases.
- Deputize for Team Leader when absent; delegate work accordingly.
- Contribute performance management feedback to CX Operations Supervisor.
- Provide leadership element to the team as a coach, mentor or senior staff member.
- Communicate resolution/information to customers confidently and knowledgeably.
- Resolve and advise on employment issues.
- Apply Percepta policy and procedure effectively and consistently.
- Assist in special projects and participate in any other duties as requested.
- Adhere to Percepta global values.
- Act as a resource of all product knowledge and service support.
- Schedule activities as required for special events.
- Actively listen to the customer while controlling the interaction to lead the customer professionally and efficiently.
- Act as liaison between customer, service support and dealership by following up to ensure customer satisfaction.
- Handle inbound customer calls regarding sales and service helpfully, courteously and professionally, displaying knowledge and concern for needs.
- Handle emails and chats.
- Exhibit strong follow‑up and organizational skills in verbal and written communication.
- Resolve customer issues using all available resources, including dealers, subject matter experts, COMs, field service engineers and resolution specialists.
- Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
- Document customer inquiries and concerns.
- Use applicable customer satisfaction tools (financial assistance, service plans, extended service plan options, payments, maintenance plans) to resolve issues.
- Manage financial assistance requests.
- Participate in business‑related marketing and sales projects.
- Meet specified goals as set by Performance Expectations.
- Provide feedback to management for continued and improved department performance.
- Work as a team player; assist other team members when needed.
- Perform other duties as assigned.
That's a lot but we need to preserve all substantive information; we can't omit details. However we can combine similar items to avoid excessive list but still preserve meaning. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Summarizing away detail might be considered losing detail. But we can combine while preserving the meaning; not sure if that counts as summarizing away detail. Safer to keep each distinct duty as separate list item, but that could be huge. However we can still keep them; it's okay.
But we need to avoid duplication. Some items repeat like "Use common call centre telephone and computer technology; enters and retrieves data; works in a team; manage their own work" appears earlier. We'll keep.
Now Requirements/Qualifications: from "What You Bring To The Role". We'll list:
- High School Diploma required; Associate’s or Bachelor’s degree preferred.
- Experience, appreciation and/or passion for trucks and/or automotive in general – luxury, function and utility.
- 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field.
- Knowledge of the automotive industry a plus.
- Experience in a luxury field (hospitality or brand product) a plus.
We could also include "Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility" as one item.
Now Skills: from "A Bit More About Your Role". We'll list each skill as list item.
- 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 blend personality with professional demeanor to provide the customer with a comfortable conversation.
- Use of technology for product resourcing to resolve customer issues.
- Typing skills.
- Knowledgeable in MS Office, Email, Texting and Chat.
- Ability to
or drop it. The location is mentioned in first sentence: "As a Lead Customer Experience Specialist in Melbourne, Florida". Could include that in About the role paragraph. We need to preserve all substantive information; do not invent or summarize away detail. So we need to keep all details from the posting, but we can consolidate into lists. We must not repeat job title as heading. Not include Job ID etc. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement about Percepta being equal opportunity employer etc. That's boilerplate; we should remove it. Also the "About Percepta" paragraph maybe considered boilerplate? It's describing the company; could be considered substantive? It's about the company, not the role. Might be considered boilerplate but it's about Percepta values. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About Percepta" is not explicitly listed, but could be considered company overview; maybe we keep it as part of About the role? However the instruction says preserve ALL substantive information; do NOT invent or summarize away detail. The About Percepta paragraph is substantive about the company. Might be okay to keep. But we need to avoid duplication. The first paragraph already mentions Percepta brings first-class service etc. The About Percepta repeats similar. Might be considered duplicated. Safer to keep only the first paragraph about Percepta and maybe not repeat the About Percepta section. However the instruction says preserve ALL substantive information; if we drop the About Percepta paragraph, we lose some info about the company values etc. But the first paragraph already mentions "As a Percepta, we bring first-class service across each market we support." The About Percepta adds more detail about values etc. Could be considered substantive. However the instruction to remove boilerplate includes EEO etc; not company overview. I'd keep a short "About Percepta" paragraph maybe under About the role or as a separate section? But we only have defined headings; we could include it in About the role paragraph. Thus About the role paragraph: combine first sentence and maybe the values? But we need to avoid too much detail; but we can include. Let's craft:
About the role
At Percepta, we bring first-class service across each market we support. As a Lead Customer Experience Specialist in Melbourne, Florida, you’ll be part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture that lives by values such as leading with humility, service beyond self, leaving it better, winning together, and delivering remarkable.
That captures the values from About Percepta. Now Responsibilities: we need to list duties. Let's extract from "What You’ll Be Doing" and the bullet-like sentences. We'll produce a list. Potential items: - Support CX Specialists and customers as the subject matter expert for product knowledge and customer care. - Demonstrate high levels of contact center values including problem solving, customer first mentality, and promoting a sense of family and teamwork. - Support incoming customer inquiries and escalated cases. - Assist with floor coaching and development. - Promote company and contact center values and culture; act as employee and customer advocate ensuring a positive experience; mentor others. - Receive and handle escalated customer concerns for operations. - Use common call centre telephone and computer technology; enter and retrieve data; work in a team; manage own work. - Perform all duties of a CX Specialist, including providing exceptional customer experience with high product/service knowledge, often autonomously acquired; build relationships of trust and enthusiasm guiding customer from website to pre-buy experience, including vehicle knowledge and availability, price building, local promotions, scheduling test drives, follow‑up with dealer day prior and customer two days after test drive, assist with vehicle specifications, customer/dealer connection, educate on products and services. - Use multiple technologies (telephony, Internet services, face‑to‑face); review reports, correspondence and cases; take responsibility for outcomes of customer contact and rectify complex situations involving emergencies, substantial complaints, faults, disruptions or dissatisfaction. - Recognize when to seek advice or escalate a case to a Team Leader. - Deal with queries escalated by CSRs; record details about customer, case and vehicle succinctly and accurately in all relevant databases. - Deputize for Team Leader when absent; delegate work accordingly. - Contribute performance management feedback to CX Operations Supervisor. - Provide leadership element to the team as a coach, mentor or senior staff member. - Communicate resolution/information to customers confidently and knowledgeably. - Resolve and advise on employment issues. - Apply Percepta policy and procedure effectively and consistently. - Assist in special projects and participate in any other duties as requested. - Adhere to Percepta global values. - Act as a resource of all product knowledge and service support. - Schedule activities as required for special events. - Actively listen to the customer while controlling the interaction to lead the customer professionally and efficiently. - Act as liaison between customer, service support and dealership by following up to ensure customer satisfaction. - Handle inbound customer calls regarding sales and service helpfully, courteously and professionally, displaying knowledge and concern for needs. - Handle emails and chats. - Exhibit strong follow‑up and organizational skills in verbal and written communication. - Resolve customer issues using all available resources, including dealers, subject matter experts, COMs, field service engineers and resolution specialists. - Return all email and voice mail messages promptly and follow up with customers and dealers as committed. - Document customer inquiries and concerns. - Use applicable customer satisfaction tools (financial assistance, service plans, extended service plan options, payments, maintenance plans) to resolve issues. - Manage financial assistance requests. - Participate in business‑related marketing and sales projects. - Meet specified goals as set by Performance Expectations. - Provide feedback to management for continued and improved department performance. - Work as a team player; assist other team members when needed. - Perform other duties as assigned. That's a lot but we need to preserve all substantive information; we can't omit details. However we can combine similar items to avoid excessive list but still preserve meaning. The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Summarizing away detail might be considered losing detail. But we can combine while preserving the meaning; not sure if that counts as summarizing away detail. Safer to keep each distinct duty as separate list item, but that could be huge. However we can still keep them; it's okay. But we need to avoid duplication. Some items repeat like "Use common call centre telephone and computer technology; enters and retrieves data; works in a team; manage their own work" appears earlier. We'll keep. Now Requirements/Qualifications: from "What You Bring To The Role". We'll list: - High School Diploma required; Associate’s or Bachelor’s degree preferred. - Experience, appreciation and/or passion for trucks and/or automotive in general – luxury, function and utility. - 2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, or PR/Sales field. - Knowledge of the automotive industry a plus. - Experience in a luxury field (hospitality or brand product) a plus. We could also include "Experience, appreciation and/or passion for trucks and/or automotive in general - luxury, function and utility" as one item. Now Skills: from "A Bit More About Your Role". We'll list each skill as list item. - 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 blend personality with professional demeanor to provide the customer with a comfortable conversation. - Use of technology for product resourcing to resolve customer issues. - Typing skills. - Knowledgeable in MS Office, Email, Texting and Chat. - Ability to