Concierge Specialist - Internal Only

Concierge Specialist

At Percepta, we bring first-class service across each market we support. As a Concierge Specialist, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Concierge is the Subject Matter Expert (SME) for all customer inquiries/questions regarding the automotive purchase of luxury vehicles.The goal of a Concierge is to enhance the customer experience and increase Brand Loyalty and Recognition by proactively promoting products and services from pre-sales through purchase.

The Concierge will provide support from initial vehicle reveal through customer reservation to purchase (either via eCommerce or linking them with a dealer). Throughout the sales process, support may include (but is not limited to) the following: troubleshooting technical difficulties in the eCommerce process; providing product comparisons or other sales / marketing information; answering questions related to retailer information; brochure fulfillment; test drive appointment scheduling; incentive certificate verification; vehicle information, and updating opt out/privacy preferences (including, not limited to, subscription and marketing inquiries).

During a Typical Day, You’ll

·Multi-Channel communication with current or potential customers via chat, phone (inbound/outbound), email, and SMS to assist customers with inquiries related to Jaguar and Land Rover products and/or services

·Explain services and special promotions to customers, including working with local retailers to support locating vehicles while adhering to all guidelines and regulations

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

·Required to meet specified targets related to program metrics, as set by Operations Management

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

·Assist customers experiencing technical issues related to online vehicle build tools, and supporting questions regarding vehicle build, configuration, and pricing

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

·Strive to achieve white-glove customer service with each consumer (white-glove is defined as providing or involving meticulous care, attention, or service so the consumer is instilled with knowledge from a competent professional thereby increasing the probability of a vehicle purchase)

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

·Knowledge, understanding, and compliance with Percepta policies and procedures

What You Bring to the Role 

·High School Diploma or equivalent required

·Associates or Bachelor's degree preferred

·Minimum 1 year demonstrated sales experience in luxury brands - required

·3-5 years’ experience in contact center environment - required

·Experience in automotive industry, hospitality and/or luxury environment preferred

·Experience with dealer operations preferred

·Previous exposure to highly professional office environments (medical, financial investments) a plus 

·Strong Active Listening skills, accompanied with ability to deliver effective probing questions

·Excellent oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment

·Demonstrated interpersonal skills along with excellent written and oral communication skills including the capability to persuade

·Ability to work in a team fostered environment

·Genuine desire for interacting and building relationships

·Ability to prioritize and organize work

·Ability to adapt to a flexible schedule

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

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 

·Must represent Percepta professionally with all internal/external departments, contacts, clients, and organizations

·Shift work, hours of operation are 8 AM to 12 PM (EST), 7 days a week

·Full-time hours available, 10-hour shift, 4 days a week.

·Current shift available is 1 pm to 12 midnight Sunday to Wednesday (Off Thursday, Friday, and Saturday)

About Percepta 

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in 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.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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