Customer Care Representative 2 - Percepta
Posted on: May 3, 2021
**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 Rep 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
+ **Career growth** - and lots of learning opportunities for
+ **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
The Customer Care Representative works under the direct supervision
of the Team Leader and is responsible for providing a timely and
professional service in response to a wide variety of inquiries
including Over the Air customers and concerns by using available
resources to our US retail customers and dealers. The Customer Care
Representative will learn and execute the complete call handling
process, meet expected customer service levels, support business
performance goals of the program by providing a full range customer
service experience, and answer regular customer inquiries and
concerns via telephone.
+ Promptly processes and answers/resolves customer inquiries,
concerns or technical questions, determining the appropriate
actions based upon job aids, research, and existing desktop
solution tools and taking the appropriate action with utmost
priority, speed, and accuracy to ensure service level metrics are
achieved and excellent service is provided.
+ Communicate professional, grammatically correct verbal and
written responses to customer inquiries and concerns; educate the
customer on client products and services.
+ Understand use of technology, scripts, and product knowledge.
Actively listens to the consumer providing answers, while
controlling the call to lead the consumer in an efficient
+ Act as a liaison between customers and dealerships, providing
excellent service to both by following up and being organized and
+ Handle difficult customer issues and avoiding escalation whenever
possible in a positive and professional manner.
+ Ensure that all customer contacts are properly logged into
contact system, to allow for an accurate historical view of
customer's contacts; manage follow-up log and audit documentation
of customer files.
+ Use additional resources and escalation points including
diagnostic information, technical manuals, and call history log to
find solutions for basic to intermediate level issues.
+ Master desktop applications.
+ Follow-up with the customer if required, to ensure the full
resolution of the problem.
+ Employs customer satisfaction tools according to guidelines.
+ Recommends changes to departmental policies and procedures to
improve support services provided to the customer, keeping the Team
Leader informed of any issues as they arise.
+ Attend team meetings, pep sessions, focus groups, and training
sessions as scheduled.
+ Provides recommendations to Team Leader regarding the resolution
of recurring problems. Assists in formulation of problem-solving
techniques for newly discovered issues.
+ Maintain exceptional product knowledge as it relates to technical
support. Remains knowledgeable of product and service offerings,
current industry products and technologies.
+ Supports the operations through business processes and practices
designed to support employee retention, productivity,
profitability, and consumer satisfaction.
+ Suggest marketing offers to customers during service calls.
+ Handle additional projects and assignments as directed.
+ High school diploma required
+ 6 months Customer Service experience required
+ Previous experience supporting customers through phone
+ Experience or interest in working with technology is
+ Experience with customer contact systems
+ Adaptability and flexibility to work within different channels
within the program as needed
+ Solid computer skills, internet savvy, and experience using CRM
+ Ability to type and speak at the same time
+ Strong problem solving, troubleshooting experience, resolving
technical problems from start to finish
+ Exceptional oral and written communication skills, portraying a
high degree of professionalism with customers and all levels of the
+ Experience working in the automotive or wireless
telecommunications industry is an asset
+ Strong customer service skills
+ Experience with and appreciation for electronic devices and
computers, along with willingness and ability to quickly learn new
+ Ability to advise and educate customers in a way they can
understand - possess patience to work through technical issues with
+ Ability to learn quickly and eagerness to learn new techniques
+ Highly organized, detail oriented, and able to thrive in a fast
paced, changing environment
+ Strong team building skills, to work well within a close team
environment - self-sufficient, resourceful and works well with
+ Must be able to interact with all internal and external
departments and contacts. Must represent Percepta professionally
with all clients and external organizations and contacts.
Hours of Operation: Monday-Friday 8:00AM-11:00PM, Saturday
_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._
**Primary Location:** US-FL-Melbourne
**Req ID:** 02WAP
Keywords: Percepta, Melbourne , Customer Care Representative 2 - Percepta, Other , Melbourne, Florida
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