Internet / Phone and Chat Specialist. **Internet / Phone and Chat Specialist. ** **** Position Summary: Lead Generation Specialist is responsible for the overall real-time interaction with customers across a variety of web pages for automotive company. Specialists will assist consumers in navigating any of the functions of the DRE (Ready.Shop.Go) tool, including but not limited to enabling a successful lead submission to dealer. Setting test drives will be an option on DRE site and specialists may assist with encouraging customers to schedule a test drive. Acting as the Subject Matter Expert, the specialist uses their internet navigation, product knowledge, and customer service skills to guide customers through the applicable website to find information, services, and products. This will be done while handling multiple chat sessions at the same time in a prompt, professional and friendly manner. **Core Competencies: ** Focus on customer service Strong consultative skills Excellent listening skills with ability to retain information fast Effective communication and navigation in digital space Knowledge and understanding of automotive sales experience Extremely versed with chat applications Primary Responsibilities: Ensure that our customers receive the highest level of support and customer service. Increase the effectiveness of the team by recognizing opportunities for new approaches. Lead customers through a variety of requests via chat, email and phone, including detailed product information, configurations/availability, sales incentives/campaign fulfillment, dealer locations/inventory searches, brochure fulfillment, test drive appointment scheduling, payment calculations, trade-in value information, credit applications & general information and/or questions. Provide effective re-active online chat support for customers and prospective customers who are visiting various Company websites. Establish a rapport and build confidence in the brand recognition by proactively promoting products and services. Educate consumer via Click-to-Chat on current products, packages, and incentives while generating product excitement and ultimately driving the customer to action. Understand current customer needs and encourage customers to purchase either by submitting a lead or through direct contact with a dealership in their area. Maintain knowledge, understanding, and compliance with state regulations and company policies. Document detailed status of all interactions indicating appropriate outcome and follow up requirements. Ensure maximum service level, quality, customer satisfaction, productivity, and personal goals are met while also following all policies, procedures, and controls. Meet specified goals and metrics as set by the Percepta while maintaining high quality standards and adherence to all requirements. Provide feedback to management concerning possible problems or areas of improvement. Lead Generation Specialist - Digital Retail Experience Location: Melbourne, Florida Position Status: Full time- Non Exempt Education: BA/BS Communications, Public Relations, Marketing, Digital Marketing, Journalism, or related field of study preferred, but not required. Qualifications: 1-2 years of customer service experience. Excellent interpersonal skills with the ability to build trust and credibility with potential customers. Superior written and oral English skills, with demonstrated successful use of proper grammar, rules of composition, and spelling without spell check. Demonstrated success in journalistic writing and proofreading skills. Ability to adapt communication style to fit the style of others. Demonstrated ability to interject personality into written content without crossing professional boundaries. Ability to comprehend complex editorials. Ability to reduce complex ideas to simple, succinct messages. Savvy in customer/client interaction and communication style. Ability to sway the opinion of others through written and verbal correspondence Superior problem solving skills. Strong computer and typing skills speed and accuracy of 40-60 WPM required. Intermediate computer skills required, i.e. Web Browsing, Email. Ability to maintain the highest level of confidentiality. Basic knowledge of Microsoft Outlook, Excel, and Word preferred. Ability to work in a team fostered environment. Ability to work in a multi-tasked environment, while prioritizing and organize work. Ability to adhere to a strict work schedule. Ability to adapt to a changing work schedule (Evenings and/or week-ends). High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience required. 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, as a condition of employment. Percepta is an Equal Opportunity Employer. **Primary Location: **US-FL-Melbourne **Work Locations: ** **Organization: **Percepta