Customer Experience Specialist - PCDA - Internal Only
Proactive Dealer Experience Specialist At Percepta, we bring first-class service across each market we support. As a Proactive Dealer Experience Specialist in Houston, TX (onsite), 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 Proactive Dealer Experience Specialist will work with customers and dealers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The Proactive Dealer Experience Specialist will resolve a range of concerns by carefully listening to the customer and/or dealer and leveraging skills learned during training combined with knowledge base tools to ensure customer and/or dealer questions are answered and that they have a positive view of our client’s Brand throughout the case management process. In this role, the Proactive Dealer Experience Specialist is the single point of contact for the customer and/or dealer, taking both initial inbound calls and managing those related cases. They will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible and are empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. The Proactive Dealer Experience Specialist may receive general inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent as needed. Customer interaction will be accomplished through a combination of inbound and outbound phone, email, SMS messaging, and other correspondence. They are responsible for meeting expected customer service levels and achieving objectives relative to their after-call and after-case customer survey scores. During a Typical Day, You’ll Responsibilities • Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction • Responsible for handling inbound emails and calls from Dealers and/or Customers seeking assistance which may result in opening new cases • Handle inbound/outbound calls, emails, SMS, and webform requests with professionalism, empathy, and efficiency. • Actively listen and guide interactions to achieve timely, effective outcomes while maintaining control of the conversation. • Document all interactions accurately in CRM systems; maintain timelines, commitments, and next steps. • Return emails and voicemails promptly; follow up with customers and dealers as promised. Resolution & Escalation • Use customer satisfaction tools (Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payments, Maintenance Plans) within delegated authority; escalate for leadership approval when necessary. • Develop repair or financial assistance plans collaboratively with dealers; ensure clear documentation and case progression. • Tenaciously track parts delays—escalate, monitor, and resolve to minimize downtime. • Assist dealerships with warranty/ESB claims and technical assistance requests; confirm resolution and close the loop. EV Product & Program Expertise • Serve as a resource for EV product knowledge, including battery health, charging options, range, maintenance, and telematics. • Guide customers through specific incentives, rebates, and compliance requirements. • Support dealers with RAV uploads, ESP requests, and EV-specific service plans. Technical Troubleshooting & IT Support • Troubleshoot technical issues with home and public charging systems. • Assist electricians with installation, setup, and intelligent backup power for home charging stations. • Provide mobile troubleshooting support and layout guidance for EV-related systems. • Manage IT escalation tickets related to Automotive App issues, public charging, home charging, and adapters. • Submit Return Manufacturer Authorizations (RMAs) for home charging units and adapters. Technical & Administrative Skills • Proficient in MS Office, CRM systems (e.g., Microsoft Dynamics), and multi-screen navigation. • Skilled in typing and capturing information accurately during live interactions. • Utilize technology and knowledge bases to resolve customer issues efficiently. • Bilingual skills (e.g., Spanish) preferred to support diverse customer base. Case Management Discipline • Apply strong time management to move cases from initial concern to resolution within client timelines. • Keep promises—deliver proactive updates on status and ETAs to protect customer confidence and brand loyalty. • Meet expected customer service levels and CX objectives (survey scores, performance metrics). Communication & Relationship Building • Provide an exceptional customer experience by building trust and enthusiasm throughout the resolution process. • Exhibit strong verbal and written communication skills; maintain professionalism in demeanor and appearance. • Offer feedback to management for continuous improvement and collaborate effectively with team members. • Work calmly under pressure and exercise sound judgment to achieve customer satisfaction. What You Bring to the Role • High School Diploma required; Associate or Bachelor’s degree preferred • Must be Concern trained. • 2 years’ experience in a Customer Relations Contact Center or hospitality industry • 2–4 years in customer support, case management, or dealership operations; EV or automotive service experience preferred • Experience in a luxury field (hospitality or brand product) a plus • Knowledge of the automotive industry 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) A Bit More About Your Role • Hours of Operations are 7 am to 10 pm CT Monday to Friday and 7 am to 7 pm CT Saturday. • Start date is March 23, 2026. • Proven success as a single point of contact managing complex cases end‑to‑end • Strong phone/email/SMS communication; high empathy and professionalism • Ability to navigate incentives and policies and synthesize guidance quickly for customers and dealers • Documentation discipline in CRM/case tools; excellent follow‑up and organization (verbal/written) • High level of trust and integrity • Strong verbal and written communication skills • Detailed listening skills • Strong customer service, interpersonal and relationship building skills • Time management and ability to prioritize projects and customer needs • Conflict resolution skills – listen to the customer About Percepta Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered on 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: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. LI-hybrid LI-onsite
