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Inbound/Outbound/Chat Specialist – Automotive Industry
Training – Full paid training and equipment provided
Full-time, Permanent (40 hours a week)
Hours of Operation: 8 am to 9 pm ET Monday to Friday
Pay: $18.50 per hour
At Percepta, we bring first-class service across each market we support. As an Inbound/Outbound/Chat Specialist – Automotive Industry in Livonia, MI, 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 Outbound Sales Specialist is responsible for outbound call campaigns, product inquiries, and close sales (take orders). The Outbound Sales Specialist is also responsible for driving sales through up-selling and cross-selling techniques as well as delivering exceptional customer service. This position will also serve as backup for the Sr. CSR’s as needed.
During a Typical Day, You’ll
· Establishes and maintains a high level of customer satisfaction in all sales transactions.
- Ability to turn product inquiries into sales orders. Contact types include phone, email, and chat
- Closes prospective customers using working knowledge of the product lines.
- Identifies opportunities to up-sell and cross-sell customers.
- Handles inquiries with regard to product, pricing, order expediting, customer relations, and complaints.
- Handle all outbound phone calls with courtesy and professionalism.
- Ability to multi-task take orders and answer inquiries while completing other assigned tasks.
- Required to pay close attention to details, reviewing, adding, or deleting comments necessary to process orders, sending acknowledgments with notification of order changes or per customer request.
- Ability to learn order processing system regarding all aspects of order entry, order inquiry, customer, customer cross-reference, and any other functions necessary to perform daily tasks.
- Understands shipping instructions and comprehends distribution center processes.
- Responsible for maintaining and updating customer files.
- Correct incomplete orders.
- Escalate issues as needed.
- Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone-based selling approaches.
- Complete additional tasks, responsibilities, and/or projects as deemed necessary by the supervisor, upper management, or the business partner.
- Help identify process improvements and best practices for the Program / Team.
- Develop and maintain professional working relationships.
- Adhere to, and support, all Percepta and internal client initiatives.
- Meet or exceed all performance metrics.
- Adhere to Percepta policies and procedures.
- Complete training courses as directed by Operations and/or Training.
- Perform all CRS I responsibilities with consistent reliability as required.
- Act as back-up to the Sr. CSR’s as needed:
- o Handle supervisor calls as appropriate:
- § Provide accurate information
- § Educate the CSRI and CSRII’s on how to answer the questions going forward.
- § Handle the CSR’s with patience and respect.
- o Schedule flexibility to support the business is required.
- o Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader or Manager.
- o Handle Additional client inboxes
- o Act as a liaison with internal business partners as needed.
- o Mentor new team members as needed
- Required - Associates degree, 2+ year's college; or equivalent work experience.
- 2 years call center sales experience required.
- Customer service experience required.
- Excellent verbal and written communication skills.
- 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)
· Perform additional responsibilities as needed.
What You Bring to the Role
· High School Diploma required.
What You Can Expect
· Health/Dental/Vision/Life Insurance
· Employee Rewards Program (Perci Perks)
A Bit More About Your Role
- Must be available to work any shifts during business hours. Shifts can change based on business needs.
- Ability to work in an @home work environment after proven record; must be able to train in-office environment in Livonia, MI.
- Employee will agree to computer and ISP test requirements
- Have a designated space to handle work responsibilities without any outside interference or distraction
- Training in the office will be approximately 60 days from 9 am to 5:30 pm Monday to Friday
- Must live within a commutable distance of Livonia, MI
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 as bank account details from applicants at any point in the recruitment process.
