Description

　　At Percepta, we bring first-class service across each market we support. As a Customer Service Case Manager in Houston, TX , 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 Service Case Manager will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concerns in the fastest and most pleasant means possible. They will also resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of our client’s brand throughout the case management process.

　　During a Typical Day, You’ll

　　Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution

　　Act as a resource of all product knowledge and service support

　　Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner

　　Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction

　　Be responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs

　　Be responsible for handling emails

　　Exhibit strong follow up and organizational skills, in both verbal and written communication

　　Be responsible for resolving customer issues using all available resources, including Dealers (i.e. Service Personnel, Subject Matter Experts (SMEs), Leadership, and Field Service Engineers)

　　Return all email and voice mail messages promptly and follow up with customers and dealers as committed

　　Be responsible for documenting all customer interactions

　　When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plans

　　Meet specified goals as set forth by management

　　Provide feedback to management for the continued and improved performance of the department to foster positive results and growth

　　Work as a team player – assist other team members when in need of support

　　Perform other duties as assigned

　　Handle Case Management, which includes:

　　Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution

　　Specialists will be trained on processes that include understanding local laws

　　Specialists will need to handle cases within the client’s established timeline

　　Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression

　　Keeping promises is critically important to agent success and customer satisfaction - Customer Service Case Managers must follow up with customers on updates and timelines as these lead to a poor customer experience and diminished brand loyalty

　　What You Bring to the Role

　　High school diploma required; Associate or bachelor’s degree preferred

　　Two (2) years of experience in a Customer Relations Contact Center or hospitality industry

　　Experience in a luxury field (hospitality or brand product) is a plus

　　Knowledge of the automotive industry is a plus

　　High level of trust and integrity

　　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 the 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 work calmly under pressure

　　Displays professionalism in demeanor, language, and appearance

　　Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation

　　Use of technology for product resourcing to resolve customer issues

　　Ability to work through multiple computer screens

　　Typing Skills (minimum 30 words per minute)

　　Knowledgeable in Microsoft Office, Email, Texting

　　Experience with Microsoft Dynamics (Customer Contact system) an asset

　　Must be able to interact with all internal and external departments and contacts

　　Must represent Percepta professionally with all customers and external organizations and contacts

　　What You Can Expect

　　Pay rate of $19.50 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)

　　A Bit More About Your Role

　　In this role, the Customer Service Case Manager is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The Customer Service Case Manager will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

　　The Customer Service Case Manager may receive general inquiry calls, which they will attempt to address or warm transfer to a tier-1 Customer Service Representative as needed.

　　Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

　　The Customer Service Case Manager is responsible for meeting expected customer service levels and achieving Customer Experience objectives relative to their after-call and after-case customer survey scores.

　　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.

　　#LI-Onsite

　　Primary Location: US-TX-Houston

　　Req ID: 03SLU