Electric Vehicle Specialist - Internal Applicants Only - Percepta

At Percepta, we bring first-class service across each market we support. As an Electric Vehicle Specialist in Houston, Texas, 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 Electric Vehicle (EV) Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program to assist consumers transitioning to battery electric vehicle ownership. This unique program offers the ability to support battery-electric vehicle customers and connect with them through SMS text messaging and/or other communication channels.

Client interaction, first and foremost, is to provide an exceptional experience for consumers to build a strong loyalty to the Electric Vehicle program, and the client. The EV Specialist will be focused on building relationships with their clients and providing an outstanding experience where clients are delighted.

As an EV Specialist, you will take ownership of providing client battery electric vehicle customers the support they need, educating them, removing blockers, deepening their battery electric vehicle ownership experience, and going above and beyond at every step of the journey. You will be an impactful leader in driving our customer service philosophy of “Treating Customers Like Family”, and you will be empowered to personalize each owner's experience in fun and creative ways.

Your day-to-day responsibilities will include communicating with client battery electric vehicle customers via SMS and/or other communication channels to set them up for a successful and smooth ownership experience. In addition to tracking and monitoring the progression of customers' vehicle orders pre-delivery, you will proactively provide helpful tips and information related to onboarding with their new battery electric vehicle, the client app, BlueOval Charge Network, Home Charging, Public Charging, Range, and other topics associated with electric vehicle ownership.

During a Typical Day, You'll

Duties and Responsibilities

•Provide an exceptional client experience in every interaction for client battery electric vehicle customers via SMS and/or other communication channels throughout their entire customer journey with the client, listening to and understanding their needs in order to serve as a proactive primary contact when concerns or questions arise as they adapt to their battery electric vehicle lifestyle.

•Communicate effectively in both verbal and/or written responses to client inquiries, paying close attention to sentiment.

•Build rapport and learn how to support each unique customer, meeting them where they are in their ownership journey.

•Provide insightful advice and direct support to consumers in need. Diagnoses issues and provides resolution with teaching and guidance.

•Partners with internal stakeholders and teams for troubleshooting and resolution.

•Educate the client on client battery electric vehicle products, services, and partners.

•Maintain awareness of the battery electric vehicle products and experience, bringing passion to life in each interaction.

•Owns the consumer experience from the very beginning to the end. Making decisions on whether to escalate or how to address client issues so the client is delighted and eager to continue to utilize the program.

•Participate in projects, responsibilities, and other tasks assigned by management.

•Identifies and presents out-of-the-box ideas and changes to other Concierge and Leaders that will ensure this program is a world-class experience.

•Travel may be required for training purposes.

What You Bring to the Role

Education

•High School Diploma required. Associate degree or Bachelor's degree preferred or equivalent position-related experience

o Communications, Public Relations, Marketing, Customer Experience, or related field of study preferred

Experience

•Minimum 3-5 years of experience in training, public relations, public affairs, sales, marketing, customer service, user experience, or any combination thereof

•A passion for two of the three items below is important because we are seeking people who want to build a career that is aligned with their interests

o Exceptional customer service

o Automotive Industry, specifically battery electric vehicles and the electrification revolution

o Cutting-edge technology

Skills

• Communication

o Excellent communication skills - both verbal and written word

§ Comfortable and confident with text, or any written form of communication

§ Savvy and demonstrates creative solutions

o Present a friendly and supportive response across all interactions

o Speed and accuracy when typing

o Ability to sway the opinion of others through verbal and/or written correspondence

o Strong ability to adapt and personalize communication style to fit the style of others

o Ability to diagnose issues quickly and resolve them with patience and empathy

o Demonstrated ability to interject personality into written content without crossing professional boundaries

•Lives the program's values and demonstrates these when dealing with consumers and internal colleagues

•Brings an energetic and collaborative mindset to the team

•Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability to delight their clients

•Strong customer service, interpersonal, and relationship-building skills

•Ability to provide SME experience to fellow colleagues

•Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

•Ability to work in a fast pace environment

•Active listening skills

•Strong multi-tasking skills, organizational, time management, planning and problem solving skills

•Self-sufficient, resourceful and works well with minimal supervision

Other

•Multiple language skills (English, Spanish, French) written and verbal communication skills are a plus

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 the value in 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 bank account details from applicants at any point in the recruitment process.