Customer Care Representative

About the role

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Care Representative working onsite in Melbourne, Florida, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

Responsibilities

• Deliver exceptional customer care by responding to dealership personnel and vehicle owner inquiries accurately, professionally, and in a timely manner across all communication channels (phone, email, web forms, and online applications).
• Navigate multiple systems and utilize available resources to research, resolve, document, and follow up on customer inquiries, including initiating outbound contacts when appropriate.
• Meet or exceed established performance standards, including productivity, accessibility, quality assurance, and reliability.
• Identify, escalate, and communicate program concerns to the appropriate Senior Business Analyst, Team Leader, or Manager, while contributing ideas for process improvements and best practices.
• Adhere to all company and client policies, procedures, initiatives, and service standards.
• Participate in required meetings, complete assigned training, and support additional tasks and projects as business needs require.
• Demonstrate leadership by mentoring and training new or less experienced team members and serving as a backup for Subject Matter Experts, Senior Business Analysts, and Team Leaders when needed.
• Foster a collaborative team environment through professionalism, accountability, and a commitment to continuous improvement.

Requirements

• 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 with accurate information.
• Ability to effectively communicate with customers, managers, and co-workers.
• Strong written and oral communication.
• Time management and organizational skills; Ability to multitask.

Qualifications

• 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 with accurate information.
• Ability to effectively communicate with customers, managers, and co-workers.
• Strong written and oral communication.
• Time management and organizational skills; Ability to multitask.

Skills

• Customer Service
• Communication
• Problem Solving
• Time Management
• Organizational Skills

Benefits

• Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Traditional 401(k) Retirement Plan
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement and Training & Development Programs (Percepta College)
• Employee Assistance Program (EAP)
• Employee Discount Program
• Award-Winning Employee Rewards & Recognition Program (Perci Perks)

Pay

Starting hourly rate of $14.00

Schedule

Hours of Operation: Monday through Friday: 8:30 am to 5:30 pm