Customer Care Representative

About the role

The Customer Care Representative/Guides in Dearborn, MI will provide exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels.

Responsibilities

• Utilizing available resources to accurately respond to customer inquiries through appropriate channels.
• Corresponding with customers via mail channel as appropriate.
• Reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action.
• Provide inbound helpdesk support for member, dealer, and region employees on various issues including: User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads.
• Website assistance to dealers and field personnel.
• Dealer enrollment process.
• Process program cancellation requests.
• Determines the appropriate route for escalating complex issues based on the type of expertise required.
• Document status of all interactions indicating appropriate outcome and follow up requirements.
• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.
• Achieve 'world-class' service with each member where 'world-class' is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
• Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
• Communicate customer service problem to Team Leader when necessary.
• Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies.
• Perform additional responsibilities or projects as assigned.

Requirements

• Six (6) months of customer service/sales experience in a contact center operations environment desired.
• Experience with customer contact system desired.
• Understanding of dealership operations and processes are desired.
• Microsoft Office (Word, Excel, Outlook).

Qualifications

• High school diploma or equivalent.
• Valid driver’s license and reliable transportation.
• Ability to work flexible hours, including evenings and weekends.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to multitask and prioritize tasks effectively.

Skills

• Customer service skills.
• Technical support skills.
• Dealing with sensitive and confidential information.
• Interpersonal skills.
• Problem-solving skills.
• Attention to detail.

Benefits

• 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).

Pay

$17 per hour.

Schedule

Flexible schedule to accommodate shifts and customer demand.

Company Information

Established in 2000 as a joint venture with TTEC, Percepta specializes 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.