What are the responsibilities and job description for the Customer Care Representative 2 position at Percepta?
At Percepta, we bring first-class service across each market we support . As a Customer Care Representative 2 onsite in Melbourne, Florida , 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 Customer Relationship Center (CRC) Inbound Customer Service Representative works under the direct supervision of the Team Leader; responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources; responsible for learning and executing the complete call handling process. Responsible for meeting expected customer service levels; supports business performance goals of the Melbourne Customer Relationship Center by providing full range of customer service; answers regular customer inquiries and concerns via the telephone.
During a Typical Day, You'll
- 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 avoiding 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.
- Employs 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.
What You Bring to the Role
Experience
Skills
Other
What You Can Expect
A Bit More About Your Role
Hours of operation are Monday-Friday : 8 : 30 am-5 : 30 pm. This position has the opportunity to move to hybrid remote after 5-6 months in the role.
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.
Salary : $15
