Pro Sales Customer Care Representative (INTERNAL)

Pro Sales Customer Care Representative

At Percepta, we bring first-class service across each market we support. As a Pro Sales Customer Care Representative in Dearborn, MI, 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 Care Representative is the initial contact for dealership personnel and vehicle owners. The Customer Care Representative listens to customer inquiries and provides an accurate and timely response to the customer.

During a Typical Day, You’ll

• Perform all Customer Care responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous, and accurate information including :
• Accurately respond to customer inquiries.
• Document customer contacts.
• Initiate outbound contacts as appropriate.
• Provide online support for applications.
• Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Act as a mentor to less experienced teammates which include :
• Training new team members.
• Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and / or Team Leader.
• Demonstrate leadership capabilities.
• Complete training courses as directed by Operations and / or Training.
• Complete additional tasks and projects as needed.

What You Bring to the Role

What You Can Expect

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta 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 :

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.