Customer Service Representative

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Job description

At Percepta, we bring first-class service across each market we support. As a Customer Service Representative in Melbourne, FL, 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 Customer Relationship Center (CRC) Customer Service Representative is responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources.

During a Typical Day, You'll

• Promptly process and answer and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved.
• Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services.
• Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns.
• Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Master desktop applications, such as the client CRM, Intranet, Company Search engine, Warranty, and Policy Manuals, etc.
• Ensure that all customer contacts are properly documented into the client's CRM, to allow for an accurate historical view of customer's contacts with the CRC; Manage follow-up Log and audit documentation of customer files.
• Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues.
• Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner.
• Liaise with various CRC departments, i.e. Research, etc.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Work on activities and/or projects as requested by the Team Leader.
• Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
• Relay customer service problems to Team Leader when necessary.
• Support the operation through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.

What You Bring to the Role

• A high school diploma or GED required
• A minimum of one year of experience in customer service and/or sales is preferred
• Prior knowledge/experience in the automotive industry is a plus
• Strong written and oral communication skills with all levels of the organization
• Strong customer service, interpersonal and relationship-building skills
• Strong multi-tasking skills
• Strong organizational, time management, planning, and problem-solving skills
• Strong Team building skills, self-sufficient, resourceful and works well with minimal supervision
• The ability to demonstrate a high degree of professionalism
• Working knowledge of computers
• Experience with FMC360 or Customer Contact systems an asset

What You Can Expect

• Starting pay rate of $15.00 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)
• Hour of Operation currently: 8:00AM-11:00PM Monday-Friday, Saturday 8AM-8PM An 8-hour shift would fall somewhere in between for a 40-hour workweek.

A Bit More About Your Role
Responsible for learning and executing all applicable call handling processes per the approved processes. Responsible for meeting expected customer service levels and supporting business performance goals of the Customer Relationship Center by a providing full range of customer service; answer regular customer inquiries and concerns via multiple channels (telephone, correspondence, and email). Customer inquiries may include, but are not limited to, questions/concerns around the following: In-vehicle technology system use and troubleshooting, vehicle concerns inside and outside of warranty, mobile phone application support and troubleshooting, brand inquiries, vehicle specification inquires, owner account inquires, and basic vehicle feature utilization inquiries and concerns. Where appropriate the CCR will assist in facilitating customer/dealer communication while advocating on the customer's and the company's behalf. CCRs continuously look for ways to add value to the customer experience and promote brand loyalty.

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 the 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 as bank account details from applicants at any point in the recruitment process.

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