Bilingual Spanish Customer Service Case Manager

About the role

At Percepta, we bring first-class service across each market we support. As a Client Service Manager on-site in Melbourne, FL, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Responsibilities

• Work with luxury clients as a brand ambassador to exceed client and dealer expectations in all deliverables.
• Answer inbound client contacts from multiple channels, properly address those inquiries using our clients' resources, and create and manage complex cases through to resolution.
• Deliver and foster a premier level of service for our clients and dealerships based on trust and respect, and by developing and maintaining strong professional relationships.
• Single point of contact for our clients to address sales and service inquiries and concerns.
• Answer questions and resolve concerns raised by clients, and respond to contacts generated by Dealers and Field Personnel.
• Makes decisions using client satisfaction tools to resolve client concerns.
• Identify process improvement recommendations that drive client and dealer satisfaction and advocacy at the LCRC.

Requirements

• High School Diploma Required.
• Associates or Bachelor's degree preferred.
• Experience 3 – 5 years problem resolution and escalation issues in client contact environment.
• Experience supporting luxury clients an asset.
• Experience in automotive industry, hospitality and/or luxury environment preferred.
• Experience with dealer operations and handling escalated client issues an asset.
• Knowledge of Client Contact Process and Guidelines, Escalated Handling Process, Client Arbitration, Warranty Program an asset.
• Previous exposure to highly professional office environments (medical, financial investments) a plus.

Qualifications

• Fully fluent in English and Spanish both written and verbal.
• Experience in client service experience with decision making authority.
• Strong client service and conflict resolution skills with a commitment to quality and client satisfaction.
• Strong organizational, time management and problem-solving skills.
• Multi-tasking skills.
• Ability to answer and complete phone calls in a timely manner.
• Able to use a desktop computer.
• Able to type minimum 30 words per minute.

Skills

• High level of trust and integrity.
• Dedication to following through on commitments.
• Act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy.
• Excellent English language oral and written communication skills, including strong reading and comprehension skills, spelling and punctuations and proven email etiquette in a business environment.
• Strong client service and conflict resolution skills with a commitment to quality and client satisfaction.
• Exercise good judgment in problem resolution.
• Work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision.
• Build strong professional relationships with dealer and field management and adapt approach to different management styles.
• Communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions and requests for additional information.
• Conflict resolution skills.
• Ability to build strong professional relationships with dealer and field management and adapt approach to different management styles.
• Strong organizational, time management and problem-solving skills.
• Ability to answer and complete phone calls in a timely manner.
• Able to use a desktop computer.
• Able to type minimum 30 words per minute.

Benefits

• $2.00/hr. Spanish bilingual differential for bilingual fluency.
• 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.
• Employee Rewards Program.

Pay

Starting hourly rate of $18.34, with incentives.

Schedule

Candidates must have an open availability from 7:30AM-12 Midnight (Will only be scheduled 40hrs/week).

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to 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. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.