Customer Care Representative

Requisition Title

: Customer Care Representative (04BSW)
US-MI-Dearborn

Description

At Percepta, we bring first-class service across each market we support. As a Customer Care Representative/Guides in Dearborn, 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 Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.

During a Typical Day, You’ll

• Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:

o Utilizing available resources to accurately respond to customer inquiries through appropriate channels.

o Corresponding with customers via mail channel as appropriate

• Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action.

• Rewards Guides may be assigned to specialize but will be cross trained to support the functions.

• Provide inbound helpdesk support for member, dealer, and region employees on various issues including:

o User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads

o Website assistance to dealers and field personnel

o Dealer enrollment process

o Reviewing dealer parts statements

o Process program cancellation requests

• Determines the appropriate route for escalating complex issues based on the type of expertise required.

• Document status of all interactions indicating appropriate outcome and follow up requirements

• Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services.

• Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.

• Achieve ‘world-class’ service with each member where ‘world-class’ is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.

• Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.

• Document all actions in the appropriate call tracking system.

• Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.

• Communicate customer service problem to Team Leader when necessary.

• Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.

• Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies.

• Performs additional responsibilities or projects as assigned.

What You Bring to the Role

• Six (6) months of customer service/sales experience in a contact center operations environment desired

• Experience with customer contact system desired

• Understanding of dealership operations and processes are desired.

• Microsoft Office (Word, Excel, Outlook)

What You Can Expect

• Pay rate of $17 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)

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:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

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.

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