Requisition Title

Description

Customer Service Specialist

At Percepta, we bring first-class service across each market we support. As a Customer Service Specialist, 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 Specialist will work with customers through a combination of inbound/outbound phone and email with scheduling devices to be serviced or replaced within the customer's fleet. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, and preferences by carefully listening to the customer, providing knowledge and resources and resolving issues in a timely basis. In this role, the Customer Service Specialist (CSS) will locate 3rd party installers and coordination of work to be completed and ordering the required parts while meeting the customer expectations. The position is also responsible for ensuring satisfaction that the device installation was completed, fully functioning and operating.

During a Typical Day, You'll

• Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm while assisting the customer with device installation for customer's fleet, to include:
  • Device knowledge, vehicle compatibility, availability and price
  • Scheduling 3rd party installation and ensuring proper coordination of dates/times that are convenient for the customer
  • Assist with specifications of vehicle devices
  • Assist with customer/3rd Party installer connection
• Act as a resource of 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 customer and 3rd party installers by following up to ensure customer satisfaction including follow up contact after service has been completed
• Exhibit strong follow up and organizational skills, in both verbal and written communication
• Responsible for assisting customer with general products questions
• Return all email and voice mail messages promptly and follow up with customers and installers as committed
• Responsible for documenting customer inquiries, scheduling and concerns
• When necessary, use applicable customer satisfaction tools to resolve customer issues during the scheduling and installation process
• Ability to meet specified goals as set forth by leadership
• 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
• Must be able to interact with all internal and external departments and contacts
• Other duties as assigned

What You Bring to the Role

• Education
• High School Diploma or equivalent

Experience

• 3 or more years of experience in a Customer Contact Center
• Experience, appreciation and/or passion for US automotive culture

• Skills 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 ability to prioritize projects and customer needs
• Conflict resolution skills - listen to the customer
• Exercise good service and business judgment with 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 blend personality with professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Typing Skills (minimum 30wpm)
• Knowledgeable in MS Office, Email, Texting and Chat
• Ability to work through multiple computer screens
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language and appearance

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, breath 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 in 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.