Customer Care Representative II at Percepta

At Percepta, we bring first-class service across each market we support. As a Customer Service Representative in Dearborn, MI, specializing in the automotive industry, you'll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

The Customer Service Representative builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat.

During a Typical Day, You'll

• Provide an exceptional member experience in every interaction.

• Provide insightful advice and direct support to members in need. Diagnosis of issues and provide resolution with teaching and guidance.

• Partner with legacy app owners for troubleshooting and resolution.

• Research and resolve billing or payment issues.

• Own the member experience from the very beginning to the end, making decisions on whether to escalate or how to address issues, so the member is delighted and eager to continue to utilize the program.

• Identify and present out of the box ideas and changes to other members of the team that will ensure this program is second to none.

What You Bring to the Role

• High school diploma required; Associate or bachelor's degree is a plus.

• 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing

• A passion for exceptional customer service, the automotive Industry, and cutting-edge technology

• Excellent communication skills - both verbal and written

• Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• 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)

A Bit More About Your Role

In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.

Respect - a team that is accountable, dependable and gives you their full attention.

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program, a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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