Concierge Sales Representative

At Percepta, we bring first-class service across each market we support. As a Concierge Sales Representative working onsite in Melbourne, FL
, 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 Concierge Sales Representative is the Subject Matter Expert (SME) for all pre-sales inquiries/questions regarding the automotive purchase of luxury vehicles. The goal of a Concierge is to enhance the customer experience and increase our client's Brand Loyalty and Recognition by proactively promoting their luxury vehicles and services from pre-sales through purchase.

The Concierge Sales Representative will also provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include (but is not limited to) the following: troubleshooting technical difficulties in the eCommerce process; providing product comparisons or other sales/marketing information; answering questions related to retailer information; brochure fulfillment;

test drive appointment scheduling; incentive certificate verification; vehicle information, and updating opt-out/privacy preferences (including, not limited to, subscription and marketing inquiries).

During a Typical Day, You'll

• Multi-channel communication with current or potential customers via chat, phone (inbound/outbound), email, and SMS to assist customers with inquiries related to luxury automotive products and/or services
• Explain services and special promotions to customers, including working with local retailers to support locating vehicles while adhering to all guidelines and regulations
• Document every customer interaction, including follow-up requirements and resolutions or outcomes
• Required to meet specified targets related to program metrics, as set by Operations Management
• Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors
• Assist customers experiencing technical issues related to online vehicle build tools, and supporting questions regarding vehicle build, configuration, and pricing
• Provide feedback/recommendations to management concerning possible problems or areas of improvement
• Strive to achieve white-glove customer service with each consumer (white-glove is defined as providing or involving meticulous care, attention, or service so the consumer is instilled with knowledge from a competent professional thereby increasing the probability of a vehicle purchase)
• Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries
• Knowledge, understanding, and compliance with Percepta policies and procedures

What You Bring to the Role

• A High School Diploma (required); an associate or bachelor's degree (preferred)
• Minimum 1 year demonstrated sales experience in luxury brands - required
• 3-5 years' experience in contact center environment - required
• Experience in automotive industry, hospitality and/or luxury environment preferred
• Experience with dealer operations preferred
• Previous exposure to highly professional office environments (medical, financial investments) a plus
• Strong Active Listening skills, accompanied with ability to deliver effective probing questions
• Excellent oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment
• Demonstrated interpersonal skills along with excellent written and oral communication skills including the capability to persuade
• Ability to work in a team fostered environment
• Genuine desire for interacting and building relationships
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule
• Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel, and Word

What You Can Expect

• Competitive salary
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuit…