Percepta
Customer Service Case Manager
At Percepta, we bring first-class service across each market we support. As a
Customer Service Case Manager
working
on-site
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 Service Case Manager
will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues promptly. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. During a Typical Day, You'll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services Act as a resource of all product knowledge and service support Schedule activities as required for special events Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs Be responsible for handling emails and chats Exhibit strong follow-up and organizational skills in both verbal and written communication Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers) Return all email and voice mail messages promptly, and follow up with customers and dealers as committed Be responsible for documenting customer inquiries and concerns Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans Participate in business-related marketing and sales projects Meet specified goals as set forth by management Provide feedback to management for the continued and improved performance of the department to foster positive results and growth Work as a team player
assist other team members when in need of support What You Bring to the Role High school diploma required; an associate's or bachelor's degree is preferred A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales Experience in a luxury field (hospitality or brand product) is a plus Knowledge of the automotive industry is a plus Strong verbal and written communication skills Strong customer service, interpersonal, and relationship-building skills Excellent English language (oral and written), with grammatical knowledge and etiquette Typing skills (minimum of 30 words per minute) What You Can Expect Starting pay rate of $18.34 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) Award-winning Employee Rewards Program (Perci Perks) A Bit More About Your Role This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. About Percepta Established in 2000 as a joint venture with TTEC, 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 daily. 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 the 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. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
At Percepta, we bring first-class service across each market we support. As a
Customer Service Case Manager
working
on-site
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 Service Case Manager
will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues promptly. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. During a Typical Day, You'll Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services Act as a resource of all product knowledge and service support Schedule activities as required for special events Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs Be responsible for handling emails and chats Exhibit strong follow-up and organizational skills in both verbal and written communication Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers) Return all email and voice mail messages promptly, and follow up with customers and dealers as committed Be responsible for documenting customer inquiries and concerns Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans Participate in business-related marketing and sales projects Meet specified goals as set forth by management Provide feedback to management for the continued and improved performance of the department to foster positive results and growth Work as a team player
assist other team members when in need of support What You Bring to the Role High school diploma required; an associate's or bachelor's degree is preferred A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales Experience in a luxury field (hospitality or brand product) is a plus Knowledge of the automotive industry is a plus Strong verbal and written communication skills Strong customer service, interpersonal, and relationship-building skills Excellent English language (oral and written), with grammatical knowledge and etiquette Typing skills (minimum of 30 words per minute) What You Can Expect Starting pay rate of $18.34 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) Award-winning Employee Rewards Program (Perci Perks) A Bit More About Your Role This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. About Percepta Established in 2000 as a joint venture with TTEC, 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 daily. 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 the 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. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.