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Customer Care Representative

Company: Percepta
Location: Melbourne
Posted on: January 9, 2021

Job Description:

Expect more than a job! -- Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Customer Care Representative II and experience the satisfaction of being part of a unique culture. 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 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 and 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. -- Position Summary

  • The Customer Relationship Center (CRC) Customer Care Representative works under the direct supervision of the Team Leader; responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources. Responsible for learning and executing all applicable call handling processes per the approved processes. Responsible for meeting expected customer service levels and supporting business performance goals of the Customer Relationship Center by a providing full range of customer service; answer regular customer inquiries and concerns via multiple channels (telephone, correspondence, and email). Customer inquiries may include, not 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 inquires, owner account inquires, and basic vehicle feature utilization inquiries and concerns. Where appropriate the CCR will assist in facilitating customer/dealer communication while advocating on the customer's and the company's behalf. CCRs continuously look for ways to add value to the customer experience and promote brand loyalty. Duties and Responsibilities
  • Promptly processes and answers and/or resolves 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 listens 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 into the client's CRM, to allow for an accurate historical view of customer's contacts with the CRC; Manage follow-up Log and audit documentation of customer files.
  • Communicate the resolution of inquiries to customer via outbound calls, based on defined inbound procedures, customer issues.
  • Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
  • 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 Team Leader areas for improvement within the inquiry and concern resolution processes.
  • Relay customer service problems to 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.
  • Other duties as assigned.-- Education
    • High school diploma or GED required. Experience
      • One (1) year customer service experience preferred
      • Experience in Customer Service and Sales preferred
      • Prior knowledge/experience in automotive industry an asset Skills
        • French bilingual preferred
        • Strong written and oral communication skills with all levels of the organization
        • Strong customer service, interpersonal and relationship-building skills
        • Strong multi-tasking skills
        • Strong organizational, time management, planning and problem-solving skills
        • Strong Team building skills, self-sufficient, resourceful and works well with minimal supervision
        • Ability to demonstrate a high degree of professionalism
        • Working knowledge of computers
        • Experience with FMC360 or Customer Contact systems an asset Other
          • Must be able to interact with internal and external departments and contacts--
          • Must represent Percepta and Client professionally with all clients, external organizations and contacts
          • Must be able to work between the hours of 8a-8p EST Monday through Friday
          • Must be able to pass a background check and drug screening upon 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, as a condition of employment. Percepta is an Equal Opportunity Employer.

Keywords: Percepta, Melbourne , Customer Care Representative, Other , Melbourne, Florida

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