Description

　　At Percepta, we bring first-class service across each market we support. As a Customer Service Case Manager 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 Service Case Manager will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

　　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 website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services

　　Act as a resource of all product knowledge and service support

　　Schedule activities as required for special events

　　Actively listen 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 regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs

　　Be responsible for handling emails and chats

　　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 customer inquiries and concerns

　　Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans

　　Participate in business-related marketing and sales projects

　　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

　　What You Bring to the Role

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

　　A minimum of two (2) years of experience in customer service, call center, hospitality, or public relations, or sales

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

　　Knowledge of the automotive industry is a plus

　　Strong verbal and written communication skills

　　Strong customer service, interpersonal, and relationship-building skills

　　Excellent English language (oral and written), with grammatical knowledge and etiquette

　　Typing skills (minimum of 30 words per minute)

　　What You Can Expect

　　Starting pay rate of $18.34 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

　　This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and to obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

　　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-FL-Melbourne

　　Req ID: 03SLY