Customer Service Case Manager - Concern

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. Must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to parse the posting. Content: - Intro: "At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist-Concern in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture". This is about the role. Could be "About the role" section. - Then "What You’ll Be Doing" with many bullet-like sentences. That's responsibilities. - Then "During a Typical Day, You’ll ..." also responsibilities. - Then "Case Management" paragraph. - Then "What You Bring To The Role" with qualifications/requirements. - Then "What You Can Expect" includes benefits: Competitive Salary with Incentives, Health/Dental/Vision/Life Insurance, FSA/HSA, 401(k), 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). Also maybe "Competitive Salary with Incentives" is pay info. So we can have Pay section maybe? But we need to include Pay only if posting actually states them. It says "Competitive Salary with Incentives". That's pay info. So we can include Pay section with that line. However we also have Benefits section for other benefits. - Then "A Bit More About Your Role" includes: Must be able to interact with all internal and external departments and contacts; Must represent Percepta professionally; Hours of Operation: Monday-Friday: 7:00 AM – 10:00 PM CT, Saturday: 7:00 AM – 7:00 PM; Start Date: March 23, 2026. That's schedule info (hours) and start date maybe schedule? Could be schedule section. Also maybe "Hours of Operation" is schedule. - Then "About Percepta" description (company overview) maybe not needed? Could be omitted as boilerplate? It's not exactly boilerplate but it's about company. The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About Percepta" is not boilerplate but could be considered company description; maybe we can keep as "About the role" or separate? The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should map content to those headings. "About Percepta" could be part of About the role or maybe we can omit if not needed. But we need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include that info somewhere. Could be under "About the role" as a paragraph describing the company and role context. - Then EEO statement etc. That's boilerplate; remove. - Then "US-TX-Houston" maybe location; could be part of About the role. Thus we need to craft sections:

About the role

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist-Concern in Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. 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.

That's a lot but okay. Then Responsibilities: combine "What You’ll Be Doing", "During a Typical Day, You’ll", "Case Management". We'll list as

• items. We need to preserve all substantive information; not invent or summarize away detail. So we need to include each bullet point as separate
• . However many sentences; we can break them into list items. Let's extract responsibilities: From "What You’ll Be Doing": - The Customer Experience Specialist – Concern (CXSC) will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. - The CXSC will resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of the CXS and our client’s Brand throughout the case management process. - In this role, the CXSC is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. - The CXSC will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. - The CXSC is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. - The CXSC may receive general Inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed. - Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence. - The CXSC is responsible for meeting expected customer service levels and achieving CX objectives relative to their after-call and after-case customer survey scores. From "During a Typical Day, You’ll": - Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution - Act as a resource of all product knowledge and service support - Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner - Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction - Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs - Responsible for handling emails - Exhibit strong follow up and organizational skills, in both verbal and written communication - Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts’, leadership, and Field Service Engineers - Return all email and voice mail messages promptly and follow up with customers and dealers as committed - Responsible for documenting all customer interactions - When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans - Ability to meet specified goals as set forth by management - Provide feedback to management for the continued and improved performance of the department to foster positive results and growth - Work as a team player – assist other team members when in need of support - Other duties as assigned From "Case Management": - Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution - Specialists will be trained on processes which include understanding of local laws - Specialists will need to handle cases within client’s established timeline - Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression - Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty We'll combine and deduplicate similar items (but we should not lose info; duplicates can be removed as per instruction: remove duplicated lines). So we need to eliminate duplicate sentences. Let's list unique items. I'll create a set mentally. From first block: 1. Work with customers to earn and retain their loyalty by showing appropriate empathy and resolving concern fastest and most pleasant means possible. 2. Resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure questions answered and positive view of CXS and client’s Brand throughout case management process. 3. Single point of contact for the customer, taking both initial inbound calls and managing related cases. 4. Liaise with clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. 5. Empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty. 6. May receive general Inquiry calls, attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed. 7. Customer interaction via combination of inbound/outbound phone, email and other correspondence. 8. Responsible for meeting expected customer service levels and achieving CX objectives relative to after-call and after-case customer survey scores. Second block: 9. Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from initial contact through case resolution. 10. Act as a resource of all product knowledge and service support. 11. Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner. 12. Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction. 13. Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs. 14. Responsible for handling emails. 15. Exhibit strong follow up and organizational skills, in both verbal and written communication. 16. Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts’, leadership, and Field Service Engineers. 17. Return all email and voice mail messages promptly and follow up with customers and dealers as committed. 18. Responsible for documenting all customer interactions. 19. When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans. 20. Ability to meet specified goals as set forth by management. 21. Provide feedback to management for continued and improved performance of the department to foster positive results and growth. 22. Work as a team player – assist other team members when in need of support. 23. Other duties as assigned. Third block: 24. Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution. 25. Specialists will be trained on processes which include understanding of local laws. 26. Specialists will need to handle cases within client’s established timeline. 27. Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression. 28. Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty. Now check for duplicates: Some items similar: #1 and #9 both about earning loyalty/experience; but wording differs. Keep both? Might be considered duplicate in meaning but not exact text. Instruction: remove duplicated lines. Not duplicate meaning, just similar. Safer to keep both. But we might combine some like #3 and #13 both about handling inbound calls. #3: single point of contact, taking initial inbound calls and managing related cases. #13: responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs. They are distinct but overlapping. Keep both.