Welcome Call Specialist

About the role

As an Outbound Contact 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.

Responsibilities

• Contact customers by making outbound calls.
• Follow initial scripts when first engaging with the customer to advise of different programs, tools, and opportunities offered by the brand.
• Address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure the customer's questions are handled appropriately.
• Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered.
• Act as a resource for product knowledge and service support.
• Listen actively to the customer while controlling the interaction to lead the customer in a professional and efficient manner.
• Show strong follow-up and organizational skills, in both verbal and written communication.
• Handle customers' questions/concerns by answering customers’ questions or transferring them to the appropriate team to handle customers’ concerns when necessary.
• Routinely route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle.
• Ability to reach specified production and performance expectations.
• 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.
• Take part in training and other learning opportunities to expand knowledge of the company and position.
• Adhere to all company policies and procedures.

Requirements

• High School Diploma required; associate or bachelor’s degree preferred.
• Customer Relations, Contact Center, Outbound Sales, and hospitality industry experience a plus.
• Knowledge of the automotive industry a plus.
• Strong verbal and written communication skills.
• Goal-oriented, detailed listening skills, strong customer service, interpersonal, and relationship-building skills.
• Time management and ability to prioritize projects and customer needs.
• Portray a welcoming and hospitable demeanor through the use of professionalism in language.
• Ability to work calmly and blend personality with professional demeanor to provide the customer with a comfortable conversation.
• Use of technology for product education.
• Experience with MS Office, Email, Texting.
• Knowledgeable in Microsoft Dynamics (Customer Contact system) an asset.

Qualifications

• Must reside in the Melbourne, Florida area.
• Hours of operation: Tuesday-Saturday: 9:00 am – 5:30 pm EST.

Skills

• 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 through multiple computer screens.
• Typing Skills – ability to listen and capture information at the same time.

Benefits

• 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).

Pay

$15.00 per hour.

Schedule

This position is hybrid remote after onsite training in Melbourne, Florida.