IVT Research Escalation Specialist

IVT Research Escalations Specialist

At Percepta, we bring first-class service across each market we support. As a 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

The CRC IVT Escalation Specialist is the single point of contact for Escalated Cases and Customers to address all concerns until resolution. Types of cases that are escalated might include but is not limited to cases involving Sync 3, Navigation, Sync 4 and Over the Air. The Specialist will be empowered to make decisions using customer satisfaction tools to resolve customer concerns. The CRC IVT Escalation Specialist is the lead contact and 'owns the call' to resolve assigned escalated cases.

During a Typical Day, You’ll

• 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 (Tools :  Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans).
• 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 :

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

#LI-onsite

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.