Customer Care Representative

Customer Care Representative II

Percepta brings first-class service across each market we support. As a Customer Care Representative II 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 Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries including Over the Air customers and concerns by using available resources to our US retail customers and dealers.
• The 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 customer service experience, and answer regular customer inquiries and concerns via telephone.

What You Bring to the Role

• High School Diploma or equivalent
• 6 months Customer Service experience required
• Previous experience supporting customers through phone preferred
• Experience or interest in working with technology is preferred
• Experience with customer contact systems

• Adaptability and flexibility to work within different channels within the program as needed
• Solid computer skills, internet savvy, and experience using CRM software
• Ability to type and speak at the same time
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills
• Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology

• Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers

• Ability to learn quickly and eagerness to learn new techniques and skills
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment

• Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

What You Can Expect

• Starting hourly rate of 15.00
• 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
• Employee Rewards Program

A Bit More About Your Role

• 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 FMC
  360, 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 EyeQ, Intranet, AAF, Search engine, etc.
• Follow-up with…