Requisition Title : Pro Sales Customer Care Representative (03ASX)US-MI-Dearborn Description Pro Sales Customer Care Representative
At Percepta, we bring first-class service across each market we support. As a Pro Sales Customer Care Representative in Dearborn, MI, 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 is the initial contact for dealership personnel and vehicle owners. The Customer Care Representative listens to customer inquiries and provides an accurate and timely response to the customer.
During a Typical Day, You'll
- Perform all Customer Care responsibilities with consistent reliability.
- Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
- Accurately respond to customer inquiries.
- Document customer contacts.
- Initiate outbound contacts as appropriate.
- Provide on-line support for applications.
- Utilize available resources to respond to internal and external customer inquiries.
- Help identify process improvements and best practices for the team.
- As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
- Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader or Manager.
- Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
- Adhere to and support all Percepta and client initiatives and company policies and procedures.
- Attend and participate in team meetings.
- Act as a mentor to less experienced teammates which includes:
- Training new team members.
- Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader.
- Demonstrate leadership capabilities.
- Complete training courses as directed by Operations and/or Training.
- Complete additional tasks and projects as needed.
What You Bring to the Role
- High school diploma required. College degree preferred or equivalent work experience required.
- 1 - 2 years of customer service experience required; does not need to be in a call center position.
- Computer skills; experience working with multiple programs, ability to type
- Excellent customer service ability.
- Ability to maneuver through various systems to provide the dealer accurate information.
- Displays professionalism and positive attitude.
- Ability to effectively communicate with customers, managers and co-workers.
- Strong written and oral communications.
- Time management and organizational skills.
- Willingness to take on new assignments.
- Reliability.
- Ability to multi-task.
What You Can Expect
- Starting hourly rate of $16 - $18
- 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)
- Employee Rewards Program (Perci Perks)
- Hours of Operation: Monday thru Saturday: 8 am to 8 pm
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.
Percepta #CD#requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. #CD#Percepta is an Equal Opportunity Employer.