Customer Service Case Manager

Customer Service Case Manager

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager working on-site in Melbourne, Florida, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You'll Be Doing

The Customer Service Case Manager will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues promptly. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

During a Typical Day, You'll

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
• Act as a resource of all product knowledge and service support
• Schedule activities as required for special events
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction
• Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• Be responsible for handling emails and chats
• Exhibit strong follow-up and organizational skills in both verbal and written communication
• Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers)
• Return all email and voice mail messages promptly, and follow up with customers and dealers as committed
• Be responsible for documenting customer inquiries and concerns
• Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
• Participate in business-related marketing and sales projects
• Meet specified goals as set forth by management
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player assist other team members when in need of support

What You Bring to the Role

High school diploma required; an associate's or bachelor's degree is preferred

A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales

Experience in a luxury field (hospitality or brand product) is a plus

Knowledge of the automotive industry is a plus

Strong verbal and written communication skills

Strong customer service, interpersonal, and relationship-building skills

Excellent English language (oral and written), with grammatical knowledge and etiquette

Typing skills (minimum of 30 words per minute)

What You Can Expect

Starting pay rate of $18.34 per hour

Health/Dental/Vision/Life Insurance

Flexible Spending Account (FSA) and Health Savings Account (HSA)

Traditional 401(k) Plan

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Percepta College)

Award-winning Employee Rewards Program (Perci Perks)

A Bit More About Your Role

This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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 groundedso people and ideas have room to grow.
• Service beyond self We serve othersclients, customers, and teammateswith 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 onecelebrating, 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.