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IVT Research Escalation Specialist

Company: Percepta
Location: Melbourne
Posted on: June 12, 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 an IVT Research Escalations Specialist 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.


The CRC IVT Escalation Specialist is the single point of contact for Escalated Cases and Customers to address all concerns until resolution. Types of cases that are escalated might include but is not limited to cases involving Sync 3, Navigation, Sync 4 and Over the Air. The Specialist will be empowered to make decisions using customer satisfaction tools to resolve customer concerns. The CRC IVT Escalation Specialist is the lead contact and "owns the call" to resolve assigned escalated cases.


  • Manage cases from an assigned queue(s) and as inbound calls as needed.
  • Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if need to exceed.
  • Use applicable customer satisfaction tool (s) to resolve and At-Risk vehicle cases (Tools: Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans).
  • Escalate, monitor, and help resolve Part Delay issues.
  • Case review and research customers inquiries to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.
  • Resolve customer issues to drive satisfaction using all available resources including Zone Managers, Dealers, Subject Matter Experts, Field Service Engineers, IVT/CVS Contacts and Team Leaders (internal resources).
  • Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
  • Provides final resolution to customers who have requested to speak with a supervisor.
  • Helps identify process improvements and best practices for the Tier 1/IVT team.
  • Meet and exceed all performance scores for key metrics stated in the SOW that pertain to the escalation team.
  • Provide phone support at any time based off service level needs.
  • Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.
  • Assist with new program launches as needed.
  • Other duties as assigned.


  • High school diploma required. College degree preferred.


  • 1-2 years customer service experience
  • 1 year of previous CRC experience
  • Problem Resolution in customer contact center environment
  • Experience handling escalated customer issues an asset
  • Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process


  • Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
  • Exercise good judgment in problem resolution
  • Demonstrates leadership qualities
  • Excellent verbal/written communication in previous employment
  • Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision
  • Ability to communicate clearly and correctly
  • Strong organizational, time management and problem-solving skills
  • Multi-tasking skills
  • Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
  • Ability to answer and complete phone calls in a timely manner
  • Ability to use a desktop computer
  • Typing skills accurately type minimum 30 words per minute


  • Must be able to interact with all internal and external departments and contacts. Must represent Percepta & Ford professionally with all clients and external organizations and contacts.

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 , IVT Research Escalation Specialist, Other , Melbourne, Florida

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