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Customer Care Representative - Percepta

Company: Percepta
Location: Melbourne
Posted on: January 12, 2022

Job Description:

Client Service Representative At Percepta, we bring first-class service across each market we support. As a -Client Service Representative -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 Client Service Representative (CSM) will work with luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables. The CSM must possess the skills to answer inbound client contacts from multiple channels, properly address those inquiries using resources, create and manage complex cases through to resolution. The CSM will deliver and foster a premier level of service for clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships. This position is the single point of contact for clients to address sales and service inquiries and concerns. Under the direction of the Client Operations Representative, the CSM will answer questions and resolve concerns raised by clients, and respond to contacts generated by Dealers and Field Personnel. In this role, the CSM is empowered to make decisions using client satisfaction tools to resolve client concerns. The CSM will also be expected to ensure the selling and/or servicing dealer provides a high-quality, timely and professional response to customers who have contacted our clients. The CSM will be responsible to identify process improvement recommendations that drive client and dealer satisfaction and advocacy at the CRC. During a Typical Day, You'll

  • Back-to-back calls
  • Tied to phones
  • Emails and calls
  • Talk time monitored/3% bonus based on productivity monthly through empowered - land in tier 1
  • Spot bonuses are random - focus of the month or focus of the quarter
  • Past 90 days = $75 bonus ($25/month)
  • Special projects as needed
    • Polished and available - very repetitious job, fast paced and not a lot of change.
    • Average number of calls is 60 calls a day
    • Reliability
    • Employee raffles Duties and Responsibilities RELATIONSHIP
      • Provide superior level of client service with focus on building relationship of trust, empathy and enthusiasm with each owner.
      • Responsible for handling inbound client calls regarding sales and service inquiries or concerns in a courteous and professional manner, displaying poise and confidence in their communications.
      • Responsible for handling inbound client emails regarding sales and service inquiries or concerns, corresponding with clients using professional, grammatically-correct, written responses.
      • Responsible for resolving client issues using all available resources including Dealers, Team Leaders, Subject Matter Experts (Sales and Technical), Field Service Engineers, and Concern Resolution Specialists. TRUST
        • Act as a liaison between clients and dealerships, providing excellent service to all parties by building rapport and anticipating requests and questions.
        • Return all voice mail and email messages promptly, and follow-up with clients and dealers at the time expected.
        • Be prepared to explain information supporting decisions communicated to owners. RESPECT
          • Responsible for documenting client inquiries or concerns in the applicable CRM tool and promptly addressing inquiries or concerns on a first-call (email) basis after determining the appropriate actions necessary based upon training, job aids, and research (including calling dealers when necessary to investigate alternative solutions and provide client feedback).
          • Be understanding of the client's communication preferences, style, and time.
          • Responsible for following up on issues or concerns to the point of escalation or resolution.
          • When providing information, check for understanding and agreement. IN CONTROL
            • When necessary, use applicable client satisfaction tool(s) to resolve client concerns. Tools available include Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans.
            • Anticipate follow-up questions and related requests from the client.
            • Judge when the client is open to receiving additional information.
            • Manage financial assistance requests within CSM Delegation of Authority (DoA) for vehicles and obtain documented Leadership approval for requests in excess of DoA
            • Participate in call monitoring as requested. What You Bring to the Role -
              • High School Diploma Required
              • Associates or Bachelor's degree preferred What You Can Expect -
                • Starting hourly rate of $14.00
                • 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) 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, breath 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 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.

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

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