IVT Research Escalation Specialist

Job Description

Job Description

Requisition Title: IVT Research Escalation Specialist (04DCN)
US-FL- MelbourneDescription

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
• High school diploma required. College degree preferred.
• 1-2 years customer service experience
• 1 year of previous CRC experience
• Problem Resolution in customer contact center environment
• Experience handling escalated customer issues an asset
• Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process

What You Can Expect
• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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
• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
• Exercise good judgment in problem resolution
• Demonstrates leadership qualities
• Excellent verbal/written communication in previous employment
• Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision
• Ability to communicate clearly and correctly
• Strong organizational, time management and problem-solving skills
• Multi-tasking skills
• Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
• Ability to answer and complete phone calls in a timely manner
• Ability to use a desktop computer
• Typing skills – accurately type minimum 30 words per minute
• Must be able to interact with all internal and external departments and contacts. Must represent Percepta & Ford professionally with all clients and external organizations and contacts.

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:
• 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.
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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.