Consumer Marketing Consultant, ICE - Join a Leading Company

At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant 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 Consumer Marketing Consultant (CMC) for the MPH Program Team will provide customer support at various touchpoints throughout customer journey. This includes general pre-sales, vehicle reveal and reservation processes, online and dealership sales processes, and other aspects of the ownership experience.

Additionally, the CMC (ICE) will assist customers with 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

·       Multi – Channel communication with current or potential Customers by phone (inbound/outbound), email and chat in assisting customers to buy Ford products and/or services.

·        Explain services and special promotions to customers, while adhering to all guidelines and regulations. This includes, but is not limited to, new vehicle reservations, ordering and cancellations, marketing information, dealership contact information, dealership changes, brochure fulfillment, test drive appointment scheduling, incentive certificate verification, address new vehicle product and features inquires, opt out/privacy preferences, discontinued vehicle information, lost certificate support and Build & Price.

·        Assist customers experiencing technical issues related to Internal Combustion Engine (ICE), which may require use of escalation resources/processes in order to resolve issues and concerns relating to charging, navigation, and subscription matters.

·        Provide customer support with various online tools, eCommerce process, subscription support and charging functionality queries.

·        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.

·        Cross-trained in supporting the chat channel for the Build & Price tool, in effort to provide assistance as needed. These responsibilities can be summarized to the following:

·       Lead Ford customers through various requests via Click-to-Chat application, such as product details and configurations, through understanding customer needs and encouraging them to contact/visit a dealership.

·        Document every customer interaction, including follow up requirements and resolutions or outcomes.

·        Required to meet specified goals associated with program metrics, as set by Operations Management

·        Participate in projects, duties, and other tasks assigned by Operations Management and Supervisors

·        Provide feedback/recommendations to management concerning possible problems or areas of improvement.

What You Bring to the Role 

·       High School Diploma or equivalent required

·       Experience

·        Minimum 1 year experience in sales, marketing, customer service, or any combination thereof – required.

·        Minimum 1 years’ experience in contact center environment – required.

·        Knowledge and passion of the Automotive Industry and cutting-edge technology - preferred

·       Skills

·        Problem-solving abilities for resolving basic to complex matters.

·        Genuine desire for interacting and building relationships.

·        Exhibit excellent interpersonal, written, and oral communication skills.

·        Present a professional and polished demeanor escorting the customer through their inquiries.

·        Evidence of strong previous experience in marketing and/or customer service

·        Ability to work in a team fostered environment.

·        Self-sufficient, resourceful and works well with minimal supervision.

·        Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Chat, Microsoft Excel and Word

·        Adaptable to a flexible schedule

·        Strong Active Listening skills, accompanied by delivering effective probing questions.

·        Technical Aptitude, Mobile Applications, Electric Vehicle Technology

·        Web-Navigation Skills in supporting and guiding customers

What You Can Expect 

·       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

·       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.