Pre-Sales Agent & Concierge

Requisition Title

Description

The Pre-Sales Agent & Concierge is the SME (Subject Matter Expert) for all customer inquiries/questions regarding the automotive purchase of this Luxury Brand. The goal of the Concierge Department is to enhance the customer experience and increase Brand Loyalty and Recognition by proactively promoting products and services from pre-sales through purchase.

The Concierge Agent will 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).

Responsibilities

• Multi-Channel communication with current or potential customers via chat, phone (inbound/outbound), email, and SMS to assist customers with inquiries related to Luxury 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

Education

• High School Diploma or equivalent required

• Associates or Bachelor's degree preferred

Experience

• Minimum 1 year demonstrated sales experience in luxury brands - required

• 3 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

Skills

• 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

• Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations

Amended for this position only.

• Shift work, must be available the hours of Operation: 9am to 11pm, Mon-Sun (EST)

• Training: 9am to 6pm Monday-Friday. (EST)