Customer Care Representative
vor 4 Wochen
Percepta Customer Care Representative in Melbourne, FloridaDescription Customer Care Representative 2 At Percepta, we bring first-class service across each market we support.
As a Customer Care Representative 2 in Melbourne, Florida, you'll be a part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture.
What You'll Be Doing The Customer Care Representative works under the direct supervision of the Team Leader and is responsible for providing timely and professional service in response to a wide variety of inquiries, including Over the Air customers and concerns by using available resources for our US retail customers and dealers.
The CCR 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.
What You Bring to the Role High School Diploma or equivalent6 months Customer Service experience requiredPrevious experience supporting customers through phone preferredExperience or interest in working with technology is preferredExperience with customer contact systemsAdaptability and flexibility to work within different channels within the program as neededSolid computer skills, internet savvy, and experience using CRM softwareAbility to type and speak at the same timeStrong problem-solving and troubleshooting experience, resolving technical problems from start to finishExceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organizationExperience working in the automotive or wireless telecommunications industry is an assetExperience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technologyAbility to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customersAbility to learn quickly and eagerness to learn new techniques and skillsHighly organized, detail-oriented, and able to thrive in a fast-paced, changing environmentStrong team-building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervisionWhat You Can Expect Starting hourly rate of 15.00Flexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)A Bit More About Your Role 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 professional manner.
Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner.
Ensure that all customer contacts are properly logged into FMC360, the CRC's 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, such as FMC360, EyeQ, Intranet, AAF, Search engine, etc.
Follow-up with the customer if required, to ensure the full resolution of the problem.
Employ customer satisfaction (e.g., AWA) 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.
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, 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 oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges 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 funCompetitive 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.Hours of Operation: Monday-Friday: 8:00AM-11:00PM, Saturday: 8:00AM-8:00PM
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. 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.
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