Consumer Marketing Consultant

Consumer Marketing Consultant

At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant 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.

What You'll Be Doing

The Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Ford Motor Company general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Ford vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience.

The Consumer Marketing Consultant CMC is an agent role for the MPH Program Team. The CMC will provide customer support at various touchpoints throughout customer journey. This includes inquiries related to product requests, sales / marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources.

During a Typical Day, You'll

• Manage new and existing workload within the standard timeframe, as applicable to program standards.
• Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and / or client.
• Responsible for handling inbound customer concerns and inquiries in a timely manner.
• Maintain knowledge of functional areas and company policies and procedures through desk drops and reoccurring training.
• Educate the customer on client products and services.
• Multi Channel communication with current or potential Customers by phone (inbound / outbound), email and / or chat in assisting customers with inquiries about client products and / or services.
• Explain services and special promotions to customers, while adhering to all guidelines and regulations.
• Assist customers experiencing technical issues, which may require use of escalation resources / processes in order to resolve issues and concerns.
• Provide customer support with various online tools.
• Utilize various resources to obtain relevant information for customer's inquiry / concern in effort to provide clear and concise information along with educating customers on self-service options for future reference.
• Document every customer interaction, including follow up requirements and resolutions or outcomes, within the appropriate systems / applications.
• Assure that all customer contacts are properly logged into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the program.
• Required to meet specified goals associated with program metrics, as set by Operations Management, which include service levels, quality standards, customer satisfaction survey results, and overall productivity, while also following all policies, procedures, and controls.
• Provide feedback / recommendations to management concerning possible problems or areas of improvement.
• Knowledge, understanding, and compliance with Percepta policies and procedures; product information, content, resources, training, and systems along with all applicable Federal, State, and Local laws and regulations relating to job duties.
• Be receptive to feedback and coaching, as applicable and based upon set standards provided by Operations Management and Supervisors.
• Participate in projects, duties, and other tasks assigned by management.
• Strive to achieve 'world-class' customer service with each consumer. World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase and increasing brand awareness.

What You Bring to the Role

What You Can Expect

A Bit More About Your Role

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we :

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.