Customer Care Representative III

About the role

As a Customer Care Representative III in Melbourne, Florida, you will deliver timely and professional service to US retail customers and dealers, handling a wide variety of inquiries and concerns. Reporting to the Team Leader, you will execute the complete call handling process, meet service-level targets, and support business performance goals by providing a full-range customer service experience via telephone.

Responsibilities

• Promptly process, answer, and resolve customer inquiries, concerns, or technical questions using job aids, research, and desktop solution tools with speed and accuracy to meet service-level metrics.
• Provide professional, grammatically correct verbal and written responses; educate customers on products and services.
• Use technology, scripts, and product knowledge to guide conversations efficiently and professionally.
• Listen actively, control calls, and avoid escalation by resolving issues positively.
• Log all customer contacts in FMC360 to maintain accurate historical records; manage follow-up logs and audit documentation.
• Leverage diagnostic information, technical manuals, and call history to resolve basic to intermediate issues.
• Follow up with customers as needed to ensure full resolution and recommend improvements to departmental policies and procedures.
• Maintain exceptional product knowledge and stay current with industry products and technologies.
• Support operations through processes that enhance employee retention, productivity, profitability, and customer satisfaction.

Requirements

• High School Diploma or equivalent.
• 6 months of customer service experience required.
• Previous experience supporting customers by phone preferred.
• Experience or interest in working with technology preferred.
• Experience with customer contact systems.
• Adaptability and flexibility to work across different channels as needed.
• Solid computer skills, internet savvy, and CRM software experience.
• Ability to type and speak simultaneously.
• Strong problem-solving and troubleshooting skills to resolve 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.
• Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment.

Benefits

• Health, dental, vision, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with employer contributions.
• 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).

Hours of operation: Monday–Friday, 8:30 AM–5:30 PM.