Lead Sales Guide

Company: Percepta
Location: Melbourne
Posted on: March 13, 2023

Job Description:

At Percepta, we bring first-class service across each market we support. As a Lead Sales Guide in Melbourne, Florida, 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 Lead Sales Guide/Operations Team Lead will support Sales Guides and customers as the subject matter expert as it relates to product knowledge and the buying process. Like the Sales Guide role, the Lead Sales Guide builds and maintains trust as a skilled expert, providing comprehensive support to customers and prospective buyers through the purchasing process. This role works to simplify the process by educating customers at varying stages of the car buying process, helping to answer questions and quickly resolve issues, including answering questions on underwriting procedures and reviewing important account documentation relative to their loan. This role will require the guide to reach out to prospective customers using leads via phone and email and has a key role in mitigating risk and safeguarding customer information and ensuring the customer is set up successfully in their loan. Additionally, this role will serve as a lead, coach, and mentor to the team by facilitating new hire onboarding, up-training, and refresher training. In this capacity, this role will ensure learners are engaged and participating to ensure maximum learning opportunities.

During a Typical Day, You'll

Duties and Responsibilities

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• Provide an exceptional customer experience in every interaction.
  
• Owns the customer experience from beginning to the end. Making decisions on how to address issues or to escalate the situation, so the members are delighted and eager to continue in this journey.
  
• Assist the customer with vehicle selection, explaining the financing terms, and guiding them through verification process.
  
• Use provided leads to convert into sales opportunities.
  
• Manage the underwriting process with the customer by reviewing and ensuring all required documentation is gathered and submitted for financing determination.
  
• Responsible for resolving customer issues including issues with their account, underwriting, or additional requirements needed for their loan application.
  
• Utilization of the client software tools as well as external tools such as consumer credit bureaus and other internet sources, to assist in the underwriting process.
  
• Collaborate with internal teams and/or department to resolve issues.
  
• Responsible for documenting customer inquiries and underwriting process.
  
• Identifies and presents out of the box ideas and process improvement changes and enhancements to other team members and leaders that will ensure this program is second to none.
  
• Takes responsibility for the outcomes of customer contact and solving complex situations involving customer complaints, concerns or dissatisfaction
  
• Recognizes when it is appropriate to seek advice or escalate to leadership
  
• Deals with queries escalated by Sales Guides
  
• Contributes performance management feedback to Customer Operations Supervisor
  
• Provides a leadership element to the team as a coach, mentor, or senior staff member
  
• Participates in "Train the Trainer" sessions conducted by the ISD as needed and demonstrates proficiency in training before facilitating content.
  
• Responsible for ensuring set up and breakdown of the training classroom including all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.
  
• Partner with Human Resources and Operations to schedule New Employee Orientation, and departmental presentations as needed.
  
• Facilitate training based on the objectives and agendas provided to maximize learner engagement and retention which include using adult learning principles.
  
• Analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content and adapt delivery to reengage learners that are struggling.
  
• Maintain reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics.
  
• Review and approve weekly timekeeping of learners through onboarding and first week of Abay.
  
• Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.
  
• Identify to management when participants are not meeting performance expectations
  
• Facilitate transition from Training to Production by supporting first week of Abay for all lines of business.
  
  
  
  
  
  
  What You Bring to the Role
  
  Education
  
  
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  • High School Diploma required. Associate degree or Bachelor's degree preferred.
    
    
    Experience
    
    
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    • 3 years of experience in a Sales Contact Center, hospitality industry, financial industry, or any combination thereof
      
    • 1 year experience leading or mentoring a team
      
    • Training experience a plus
      
    • Achieving targets and closing sales leads
      
    • Knowledge of the automotive industry a plus
      
    • Car sales experience a plus
      
      
      Skills
      
      
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      • High level of trust and integrity
        
      • Passion and experience in negotiation to close a sale
        
      • Ability to handle objections and rebuttals while quickly adjusting to customer concerns
        
      • 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
        
      • Exercise good service and business judgment with end goal of customer satisfaction
        
      • Excellent English language, oral and written, with grammatical knowledge and etiquette
        
      • Ability to sway the opinion of others through verbal and/or written correspondence
        
      • Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
        
      • Use of technology for product resourcing to resolve customer issues
        
      • Typing Skills (minimum 30wpm)
        
      • Knowledgeable in MS Office, Email, Texting and Chat
        
      • Ability to work through multiple computer screens
        
      • Ability to reach specified goals as set forth and meet Performance Expectations
        
      • Ability to work calmly under pressure
        
      • Displays professionalism in demeanor, language, and appearance
        
        
        
        
        What You Can Expect
        
        
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        • 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 are Tuesday-Saturday, 11:00 AM-7:30 PM EST
          
          
          
          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 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 bank account details from applicants at any point in the recruitment process.

Keywords: Percepta, Melbourne , Lead Sales Guide, Sales , Melbourne, Florida