Advanced Guides (Internal only)

At Percepta, we bring first-class service across each market we support. As a Advanced Guide in Allen Park, MI 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 Advanced Guide 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.Advanced Guides will teach and guide guests and members through this savvy and innovative technological experience.Advanced Guides will act as an SME and assist other Guides as needed.Member interaction, first and foremost, is to provide an exceptional experience in order for members to build a strong loyalty to the program.Advanced Guides will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

During a Typical Day, You’ll

• Assist with daily and monthly AAF content updates
• Assist with daily and monthly data pulls / reporting
• Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable
• As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level
• Handle supervisor cases / calls as appropriate
• Provide an exceptional client 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.
• Handles escalated issues and complex inquiries from the Guides.  Problem solves with ease and to provide swift resolution.
• Mentoring Guides as a subject matter expert allowing for development and team building among the group.  Continuous refocus of teams to provide a quality experience for each member.
• 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 member issues so they are delighted and eager to continue to utilize the program.
• Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.

What You Bring to the Role

oExceptional customer service

oAutomotive Industry

oCutting edge technology

What You Can Expect

Established in 2000 as a joint venture with TTEC, Percepta 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 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 #LI-Hybrid