IVT Research Escalation Specialist

IVT Research Escalations Specialist

At Percepta, we bring first-class service across each market we support. As an IVT Research Escalations Specialist in Melbourne, Florida, you'll be a 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

• Manage cases from an assigned queue(s) and as inbound calls as needed.
• Manage financial assistance requests within agent delegation of authority. Obtain documented leadership approval if need to exceed.
• Use applicable customer satisfaction tool(s) to resolve and At-Risk vehicle cases.
• Escalate, monitor, and help resolve part delay issues.
• Case review and research customer's inquiries to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.
• Resolve customer issues to drive satisfaction using all available resources including zone managers, dealers, subject matter experts, field service engineers, IVT / CVS contacts and team leaders (internal resources).
• Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
• Provides final resolution to customers who have requested to speak with a supervisor.
• Helps identify process improvements and best practices for the Tier 1 / IVT team.
• Meet and exceed all performance scores for key metrics stated in the SOW that pertain to the escalation team.
• Provide phone support at any time based off service level needs.
• Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.
• Assist with new launch programs as needed.
• Other duties as assigned.

What You Bring to the Role

What You Can Expect

A Bit More About Your Role

About Percepta

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 :

Primary Location : US-FL-Melbourne