Customer Care Representative II

About the role

As a Customer Care Representative II in Melbourne, Florida, you’ll deliver amazing customer experiences while being part of a unique culture. You’ll handle a wide variety of inquiries for Over the Air customers and US retail customers and dealers, ensuring timely and professional service.

Responsibilities

• Promptly process and resolve customer inquiries, concerns, or technical questions using job aids, research, and desktop solution tools to meet service level metrics and provide excellent service.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries; educate customers on client products and services.
• Use technology, scripts, and product knowledge to actively listen to consumers, providing answers while controlling the call efficiently and professionally.
• Act as a liaison between customers and dealerships, ensuring excellent service through follow-ups, organization, and knowledge.
• Handle difficult customer issues professionally to avoid escalation whenever possible.
• Log all customer contacts accurately into FMC360 (the contact system) for a complete historical view; manage follow-up logs and audit documentation.
• Use additional resources and escalation points, including diagnostic information, technical manuals, and call history logs, to resolve basic to intermediate issues.
• Master desktop applications such as EyeQ, Intranet, AAF, and search engines.
• Follow up with customers to ensure full resolution of problems.
• Employ customer satisfaction tools (e.g., AWA) according to guidelines.
• Recommend changes to departmental policies and procedures to improve customer support, keeping the Team Leader informed of issues.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provide recommendations to the Team Leader regarding recurring problem resolution and assist in formulating problem-solving techniques for new issues.
• Maintain exceptional product knowledge related to technical support and stay updated on product and service offerings, as well as industry technologies.
• Support operations through business processes that enhance employee retention, productivity, profitability, and customer satisfaction.
• Suggest marketing offers to customers during service calls.
• Handle additional projects and assignments as directed.

Requirements

• High School Diploma or equivalent.
• 6 months of customer service experience required.
• Previous experience supporting customers via phone preferred.
• Experience or interest in working with technology is preferred.
• Experience with customer contact systems.
• Adaptability and flexibility to work across different channels within the program.
• Solid computer skills, internet savvy, and experience using CRM software.
• Ability to type and speak simultaneously.
• Strong problem-solving and troubleshooting skills, resolving technical issues from start to finish.
• Exceptional oral and written communication skills, with a high degree of professionalism.
• Experience in the automotive or wireless telecommunications industry is an asset.
• Strong customer service skills and appreciation for electronic devices and computers.
• Ability to advise and educate non-technical customers with patience.
• Eagerness to learn new techniques and skills quickly.
• Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment.
• Strong team-building skills; ability to work well in a close team environment with minimal supervision.

Schedule

Hours of operation: Monday–Friday, 8:00 AM–11:00 PM; Saturday, 8:00 AM–8:00 PM. An 8-hour shift, 5 days per week, will fall within these hours. Must be open to any shift, which will be assigned during training.

Benefits

• Starting hourly rate of $15.00.
• Health, Dental, Vision, and Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• Vacation, Sick Time, and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs.
• Employee Rewards Program.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty across the globe. We deliver first-class service in multiple channels and languages. Our values—Lead with humility, Service beyond self, Leave it better, Win together, and Deliver remarkable—guide our culture and daily interactions.