Outbound Contact Specialist

Melbourne, Florida – hybrid remote after on-site training; must reside in the Melbourne area.

About the role

As an Outbound Contact Specialist you will contact customers by making outbound calls, following initial scripts to introduce programs, tools, and opportunities offered by the brand. You will address customer questions by listening carefully and using training plus knowledge-base tools to ensure accurate, professional responses. Customer interactions span phone, email, and SMS messaging, with a focus on meeting service and client objectives.

Responsibilities

• Provide exceptional customer experience, building trust and enthusiasm during outreach.
• Explain available tools and programs, assisting customers with their utilization.
• Act as a resource for product knowledge and service support.
• Actively listen to customers while professionally guiding the conversation.
• Exhibit strong follow-up and organizational skills in verbal and written communication.
• Handle customer questions or route them to the appropriate team for resolution.
• Route customers to the correct department for vehicle-related issues.
• Meet specified production and performance expectations.
• Provide feedback to management for departmental improvement and growth.
• Work as a team player, assisting colleagues when needed.
• Participate in training and learning opportunities to expand knowledge.
• Adhere to all company policies and procedures.
• Perform other duties as assigned.

Requirements

• High School Diploma required; associate or bachelor’s degree preferred.
• Experience in Customer Relations, Contact Center, Outbound Sales, or hospitality industry a plus.
• Knowledge of the automotive industry a plus.
• Strong verbal and written communication skills.
• Goal-oriented with detailed listening skills.
• Excellent customer service, interpersonal, and relationship-building skills.
• Effective time management and ability to prioritize projects and customer needs.
• Professional, welcoming, and hospitable demeanor.
• Conflict resolution skills and ability to listen to customers.
• Fluent in English with strong grammatical knowledge and etiquette.
• Ability to influence others through verbal and written correspondence.
• Ability to work calmly and blend personality with professionalism.
• Comfortable using technology for product education.
• Ability to work through multiple computer screens.
• Typing skills to listen and capture information simultaneously.
• Proficient in MS Office, email, and texting.
• Experience with Microsoft Dynamics (Customer Contact system) an asset.
• Ability to interact with all internal and external departments and contacts.
• Professional representation of Percepta and client brands.

Pay

$15.00 per hour.

Schedule

Tuesday–Saturday, 9:00 am – 5:30 pm EST.

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).