At Percepta, we bring first-class service across each market we support. As a fully remote Digital Engagement Specialist, in Dallas, TX, 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 Digital Engagement Specialist (DES) must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.
The DES will deliver and foster a premier level of service for our client’s customers based on trust and respect. The DES must have a genuine passion for assisting customers in a positive manner and handling their concerns/inquiries with a high degree of care and competence.
The DES is an innovative initial contact point for customers. The DES provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The DES will help identify process improvement recommendations that drive customer satisfaction and advocacy.
During a Typical Day, You’ll
Maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous, and accurate information including:
Accurately respond to customer inquiries through instant messaging software
Utilize available resources to respond to customer inquiries
Communicate clearly and timely with two customers at a time.
Correspond with customers via mail, if working the Correspondence contact stream as needed.
Research and determine appropriate actions based on policies, procedures, dealer/region feedback, and job aids.
Be responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
Actively participate in team meetings, share knowledge, and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
Adhere to and support all Percepta and Client ISO, Quality Systems, and Q1 initiatives.
Complete additional tasks/projects as needed.
Maintain professional working relationships
What You Bring to the Role
High School Diploma required. Associates degree or 2 + years college coursework completed preferred.
2-3 years of customer service experience, preferably in a contact center operations environment with digital communications.
Additional experience in customer service, and digital communications is a plus
Excellent written communication skills
Ability to convey positivity through written communication
Know and understand basic grammar and business casual writing
Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions
Dynamic and engaging written communication style
Excellent interpersonal and business communications – verbal and written
Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
Strong problem solving, troubleshooting experience.
Ability to answer and complete chats in a timely manner
Ability to use a desktop computer with multiple monitors
Typing skills – accurately type a minimum of 30 words per minute. Demonstrated ability to achieve telebusiness goals
Experience using CRM software is preferred
Must possess excellent decision making and problem-solving skills
Ability to maneuver through various systems to provide the customer accurate information
Displays professionalism and positive attitude to develop and nurture prospective relationships
Ability to effectively communicate with customers, managers, and co-workers
Demonstrate self-motivation and results-orientation
Time management and organizational skills to efficiently organize, plan, schedule, and execute telebusiness activities
Willingness to take on new assignments
Reliability; follow a logical, analytical approach to business conversations and chat dialogue
High level of trust and integrity
Exercise good judgment
Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
Ability to build strong professional relationships and adapt approaches to different management styles
Must be able to multi-task
Knowledge of call center environment
What You Can Expect
Starting pay rate of $16.00 per hour
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)