Automotive Customer Service Representative
Responsibilities
Location: On-site in Melbourne, Florida.
- Provide online customers with a professional sales experience that positively influences the customer's purchasing decision.
- Primary customer contact channels are phone, email, and chat.
- Assist with completing pre- and post-purchase support, purchase transactions, documenting customer interactions, locating requested information, and providing navigational assistance.
- Receive inbound phone calls, emails, and chats through the Automotive E-commerce Portal.
- Effectively utilize multiple systems in providing prompt, courteous, and accurate information.
- Resolve complex interactions using the appropriate escalation process.
- Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary, to resolve concerns.
- Follow up with the customer when needed, utilizing phone and/or email.
- Participate in daily information exchanges to remain knowledgeable of processes and procedures.
- Support and advocate for consumer sales and product inquiries.
- Assist in the formulation of problem-solving techniques for newly discovered issues.
- Maintain exceptional product knowledge as it relates to program support.
- Handle additional projects and assignments as directed.
- Perform additional duties as assigned.
Requirements
- High school diploma (required); some college or vocational training preferred.
- Strong problem-solving and troubleshooting experience.
- Sales Experience (required).
- An automotive background is preferred.
- Parts/Service Advisor experience is preferred.
- Solid typing skills (30 WPM with 80%) and experience using CRM software.
- Must be fluent in English (written and verbal).
- Exceptional communication skills.
- Ability to document reference materials.
- Strong computer and Internet skills.
- Strong Customer Service skills.
- Ability to navigate for customers who are having difficulty locating parts.
- Ability to advise and educate customers in a way they can understand.
- Possess patience when locating parts or catalog items for non-technical customers.
- Ability to learn quickly and eagerness to learn new problem-solving techniques.
- Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment.
- Ability to work with minimum supervision, multi-task, problem-solve, and prioritize.
- Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals.
- Successful completion of our written skills assessment is required.
Pay
Starting pay rate of $15.00 per hour.
Benefits
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k)
- 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)
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.