Customer Service Case Manager
Company: Percepta
Location: Melbourne
Posted on: November 16, 2023
Job 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 supportWhat 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
RoleThis 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 PerceptaEstablished 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
contributionsRespect - a team that is accountable, dependable, and
gives you their full attentionProactive - to surround yourself with
solution-oriented people who strive to improve themselves, others,
and the organizationCareer Growth - lots of learning opportunities
for aspiring mindsDiversity - 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
Keywords: Percepta, Melbourne , Customer Service Case Manager, Executive , Melbourne, Florida
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