Customer Care Representative II

Customer Experience Specialist

At Percepta, we bring first-class service across each market we support. As a Customer Experience Specialist 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 Experience Specialist 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. Customer Experience Specialist will teach and guide consumers through this savvy and innovative technological experience. Client interaction, first and foremost, is to provide an exceptional experience in order for guests to build a strong loyalty to the program. Customer Experience Specialist will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

Responsibilities

Provide an exceptional member experience in every interaction.

Provide insightful advice and direct support to members in need.

Diagnoses of issues and provide resolution with teaching and guidance.

Partners with legacy App owners for troubleshooting and resolution.

Researches and resolves billing or payment issues.

Owns 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.

Identifies and presents out of the box ideas and changes to other Customer Experience Specialist and Leaders that will ensure this program is second to none.

Education

High School Diploma required. Associates Degree or Bachelors degree preferred.

Experience

Minimum 3-5 years experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.

A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.

Exceptional customer service

Automotive Industry

Cutting edge technology

Skills

Communication

Excellent communication skills both verbal and written word

Passionate and confident over the phone or on video chat

Comfortable with twitter, email, text, or any written form

Savvy and demonstrate creative solutions

Present a professional and polished yet friendly demeanor

Speed and accuracy when typing

Ability to sway the opinion of others through verbal and / or written correspondence

Ability to adapt communication style to fit the style of others

Ability to diagnose issues quickly and resolve with patience and empathy

Demonstrated ability to interject personality into written content without crossing professional boundaries

Lives the programs values and demonstrates these when dealing with consumers and internal colleagues

Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients

Strong customer service, interpersonal and relationship-building skills

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

Ability to work well under pressure

Active listening skills

Strong multi-tasking skills, organizational, time management, planning and problem solving skills

Self-sufficient, resourceful and works well with minimal supervision

Other

Open to the possibility of relocation and the willingness to travel.

What You Can Expect

• Pay rate of $20.00 per hour
• 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 :

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.