Customer Service Representative
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Representative working onsite in Melbourne, FL, 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 service by responding to inquiries, resolving concerns, and providing timely, accurate solutions.
- Build positive relationships with customers and dealership partners through professional, empathetic, and effective communication.
- Use available tools, knowledge resources, and CRM systems to research issues, document interactions, and ensure accurate case management.
- Make outbound calls as needed to gather information, provide updates, and communicate resolutions.
- Listen actively, ask thoughtful questions, and guide conversations to efficiently identify customer needs and resolve issues.
- Collaborate with internal teams to research complex inquiries, share information, and deliver the best possible customer experience.
- Participate in team meetings, training sessions, and continuous learning opportunities while contributing ideas to improve processes and service delivery.
- Meet quality, productivity, and service goals while promoting products or services when appropriate and helping create an outstanding customer experience.
In this role, you'll become a trusted resource for customers by providing support across a variety of topics, including vehicle features and technology, mobile app assistance, warranty questions, account inquiries, and general brand information. You'll have the opportunity to make a meaningful impact by helping customers find solutions, strengthening relationships between customers and dealerships, and delivering experiences that build confidence, satisfaction, and brand loyalty.
Requirements
- High school diploma or GED
- Minimum of one year of experience in customer service and/or sales
- Strong written and oral communication skills with all levels of the organization
- Strong customer service, interpersonal, and relationship-building skills
- Strong organizational, time management, planning, problem-solving, and multi-tasking skills
- Strong team-building skills, self-sufficient, resourceful, and works well with minimal supervision
- Ability to demonstrate a high degree of professionalism
- Experience with FMC360 or Customer Contact systems is a plus