Customer Service Case Manager

Job Description - Customer Service Case Manager (049NR)

Customer Service Case Manager ( 049NR )

US-TX-Houston

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager working on-site in Houston, TX
, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

The Customer Service Case Manager will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concerns in the fastest and most pleasant means possible. They will also resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training, combined with knowledge base tools to ensure their questions are answered and that they have a positive view of our client’s brand throughout the case management process.

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
• Act as a resource for all product knowledge and service support
• Actively listens 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 in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• 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 all customer interactions
• Use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plans
• 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
• Perform other duties as assigned
• Handle Case Management, which includes:
  • Practical application of time management is critical, as specialists will focus on handling cases from initial concern to resolution
  • Specialists will be trained on processes that include understanding local laws
  • Specialists will need to handle cases within the client’s established timeline
  • Successful agents in this role will utilize resources, including an on-site Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
  • Keeping promises is critically important to agent success and customer satisfaction. Customer Service Case Managers must follow up with customers on updates and timelines, as these lead to a poor customer experience and diminished brand loyalty

• High school diploma required;
  Associate or bachelor’s degree preferred
• Two (2) years of experience in a Customer Relations Contact Center or hospitality industry
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus
• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal, and relationship-building skills
• Time management and the ability to prioritize projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with the end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language, and…