Customer Purchase Survey Representative

At Percepta, we bring first-class service across each market we support. As a Customer Purchase Survey Representative, in Asheville, NC, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Customer Purchase Survey Representative works under the direct supervision of the Customer Operations Supervisor; responsible for providing 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.  Responsible for learning and executing the complete outbound call handling process as well as transferring current issues with the customers vehicle to the Customer Relationship Center (CRC) inbound team. Responsible for meeting expected customer service levels; supports business performance goals of the Asheville Customer Center by promoting professional engagement around the purchase and experience of luxury automotive vehicle owners via telephone.

During a Typical Day, You’ll

·      Promptly processes and execute outbound calls from client provided lead lists.  Transfers all inquiries, issues, concerns, or questions to the inbound Customer Relationship Center (CRC) team, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure outbound service level metrics are achieved

·      Communicate professional, grammatically correct information to customer inquiries and concerns regarding the pending survey; educate the customer on survey procedures and expectations

·      Place outbound calls to customers to appropriately educate the customer regarding importance of the upcoming purchase survey

·      Understands use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner

·      Act as a point of transfer to the inbound Customer Relationship Center (CRC) team for issues, inquiries, concerns, and questions regarding luxury automotive products

·      Ensure that all customer contacts are properly logged into the CRC’s outbound contact system, to allow for an accurate historical view of customer’s contacts with the Purchase Survey team; appropriately dispositions outbound call attempts and maintains appropriate number of attempts as required

What You Bring to the Role 

Education

·      High school diploma or GED required

Experience

·      One (1) year customer service experience preferred

·      Experience in Customer Service greatly preferred

Skills

·      Strong written and oral communication skills with all levels of the organization

·      Strong customer service, interpersonal and relationship-building skills

·      Strong multi-tasking skills

·      Strong organizational, time management, planning and problem-solving skills

·      Strong 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 an asset

Other

·      Must be able to interact with all internal and external departments and contacts

·      Must represent Percepta professionally with all clients and external organizations and contacts

What You Can Expect 

·      Hourly pay rate of $15.75

·      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)

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect – a team that is accountable, dependable and gives you their full attention

Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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