Advanced Guides (Internal only)

At Percepta, we bring first-class service across each market we support. As a Advanced Guide in Allen Park, MI 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 Advanced Guide builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges.  This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat.  Advanced Guides will teach and guide guests and members through this savvy and innovative technological experience.  Advanced Guides will act as an SME and assist other Guides as needed.  Member interaction, first and foremost, is to provide an exceptional experience in order for members to build a strong loyalty to the program.  Advanced Guides will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

During a Typical Day, You’ll

• Assist with daily and monthly AAF content updates  

• Assist with daily and monthly data pulls/reporting  

• Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable 

• As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level 

• Handle supervisor cases/calls as appropriate  

• Provide an exceptional client experience in every interaction.  

• Provide insightful advice and direct support to members in need.  Diagnoses of issues and provide resolution with teaching and guidance. 

• Partners with legacy App owners for troubleshooting and resolution. 

• Handles escalated issues and complex inquiries from the Guides.  Problem solves with ease and to provide swift resolution. 

• Mentoring Guides as a subject matter expert allowing for development and team building among the group.  Continuous refocus of teams to provide a quality experience for each member. 

• Researches and resolves billing or payment issues.  Owns the member experience from the very beginning to the end. Making decisions on whether to escalate or how to address member issues so they are delighted and eager to continue to utilize the program. 

• Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none. 

What You Bring to the Role 

·         Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof. 

·         1 to 3 years of experience in an in-person or retail customer relation experience preferred. 

·         High School Diploma required.  Associates Degree or Bachelor’s degree preferred.  

·         A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.  

o    Exceptional customer service  

o    Automotive Industry 

o    Cutting edge technology  

What You Can Expect 

·         Pay rate of $22 per hour

·         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, 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 one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of 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.

As a condition of 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. 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.

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.