Customer Experience Team Member

Carson, CA

OVERVIEW

Job Type
Full-time

Job Description
You will be working for EventLink LLC as part of the Customer Experience Team. This team is responsible for representing the Porsche Experience Center (PEC) in all areas of the customer experience including telephone, email and onsite check‐in.

The PEC is a facility in Carson, CA designed to immerse groups and clients in all that is Porsche. From one‐on‐one instruction to off‐road courses to drive simulators, the PEC is a total reflection of Porsche’s past, present and future. This position requires a friendly, outgoing personality and an interest in the automotive industry. The Customer Experience Team are responsible for all guest contact, whether over the phone or in person. The team is held to specific KPIs and includes an incentive structure.

Responsibilities

  • Answer all incoming guest inquires to the PEC and assist with bookings into the online system
  • Own the customer’s first impression of the facility by greeting and check‐in registered PEC customers
  • Provide customers with course descriptions and all available course options
  • Convey specific product knowledge to customers that want to learn more about our vehicles
  • Understand and communicate liability waiver, additional vehicle and activity opportunities
  • Maintain training certifications and attain new product knowledge when possible
  • Upsell additional products to customers, over the phone and in person
  • Place outbound calls to customers to alert them of new products, booking cancellations or changes
  • Maintain any and all reports required by the PEC Contact Team Manager
  • Create and send gift cards to customers who have purchased over the phone and in person
  • Manage customer issues where possible
  • Assist Events Team, SIM Lab and Retail store when needed
  • Assist in ad hoc projects as needed
  • Ensure guest information is correctly represented
  • Answer emails sent to the PorscheDriving.com general inbox
  • Create customer name badges

Qualifications


Education
  • Some college or internship experience preferred
Experience
(Job and Industry):
  • 1‐2 years of customer service experience or event/travel booking
  • Automotive/Motorsports interest preferred
Skills
  • Excellent customer service skills and ability to handle high‐level clients/groups
  • Must be organized and detail‐oriented
  • Proficient computer skills including all Microsoft office applications
  • Ability to multitask
  • Excellent verbal and written communication skills
  • Familiar with basic sales and upselling techniques
  • Adept at being able to adapt offerings to fit each customer’s needs
  • Basic conflict/de-escalation
Schedule
  • Facility operations are Monday – Sunday (shifts vary, but include Saturday and Sunday)
  • Hours vary, 7:00 a.m. – 7:00 p.m.

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