What are the responsibilities and job description for the Customer Care Representative II position at Percepta?
Job Description
Job Description
Requisition Title : Customer Care Representative II (042IO)
US-FL- MelbourneDescription
At Percepta, we bring first-class service across each market we support. As a Customer Care 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 BAC Customer Care Representative (CCR) works under the direct supervision of the Team Leader / Assistant Team Lead and is responsible for providing a timely and professional service in response to a wide variety of inquiries impactful to dealer operations related to REACT and IC program support by using available resources. The BAC 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 dealer service experience, and answer regular support inquiries and concerns via chat / email / telephone.
During a Typical Day, You’ll
- Promptly processes and answers / resolves 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 inquiries and concerns; educate the dealer on client products and services.
- Understand use of technology, scripts, and product knowledge. Actively listens providing answers, while controlling the interaction to lead the dealer in an efficient professional manner.
- Act as a liaison between dealerships and business owners, providing excellent service to both by following up and being organized and knowledgeable.
- Handle difficult issues and avoid escalation whenever possible in a positive and professional manner.
- Ensure that all contacts are properly logged into CMR Tool, the CRC’s contact system, to allow for an accurate historical view of 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 CMR Tool, Intranet, AAF, Search engine, etc.
- Follow-up with the dealer 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 dealer, keeping the Team Leader / Assistant Team Lead informed of any issues that arise.
- Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
- Provides recommendations to Team Leader / Assistant Team Lead 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.
- Handle additional projects and assignments as directed.
What You Bring to the Role
Education
Experience
Skills
Other
Hours of Operation
Monday – Friday, 8 : 30 am to 8 : 50pm
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.
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