Customer Service Representative

Job Description

Job Description

Requisition Title : Customer Service Representative (046SN)

US-FL- MelbourneDescription

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative working on-site in Melbourne, Florida , you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

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 in the client’s CRM, to allow for an accurate historical view of customers’ 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, and customer issues.
• Handle difficult customer issues and avoid escalation whenever possible, positively and professionally.
• 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 the Team Leader areas for improvement within the inquiry and concern resolution processes.
• Relay customer service problems to the 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

What You Can Expect

A Bit More About Your Role

You will also be responsible for learning and executing all applicable call handling processes per the approved processes. Additionally, you will be responsible for meeting expected customer service levels and supporting business performance goals of the CRC by providing a full range of customer service, answering 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 inquiries, owner account inquiries, and basic vehicle feature utilization inquiries and concerns. Where appropriate, you will assist in facilitating customer / dealer communication while advocating on the customer’s and the company’s behalf. You will continuously look for ways to add value to the customer experience and promote brand loyalty.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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.