Customer Care Representative III

Job Description - Customer Care Representative III (04COJ) Requisition Title Customer Care Representative III (04COJ) What You’ll Be Doing The Customer Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers. The CCR will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns via telephone. What You Bring to the Role High School Diploma or equivalent 6 months’ Customer Service experience required Previous experience supporting customers through phone preferred Experience or interest in working with technology is preferred Experience with customer contact systems Adaptability and flexibility to work within different channels within the program as needed Solid computer skills, internet savvy, and experience using CRM software Ability to type and speak at the same time Strong problem solving, troubleshooting experience, resolving technical problems from start to finish Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization Experience working in the automotive or wireless telecommunications industry is an asset Strong customer service skills Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers Highly organized, detail oriented, and able to thrive in a fast paced, changing environment What You Can Expect Starting hourly rate of 15.00 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) Hours of Operation: Monday-Friday: 8:30AM-5:30PM A Bit More About Your Role Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. Communicates professional, grammatically correct verbal and written responses to customer inquiries and concerns; educates the customer on client products and services. Understands use technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner. Handles difficult customer issues and avoids escalation whenever possible in a positive and professional manner. Ensures that all customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customers’ contacts; manages follow-up log and audit documentation of customer files. Uses additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. Follows up with the customer if required, to ensure the full resolution of the problem. Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise. Provides recommendations for the Team Leader regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues. Maintains exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies. Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. About Percepta Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Culture of Service – to be treated like you are the customer from day one Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions Respect – a team that is accountable, dependable and gives you their full attention Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization Career Growth – lots of learning opportunities for aspiring minds Diversity – be a part of our growing diverse and community-minded organization that is all about having fun! Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness. 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. #J-18808-Ljbffr Percepta LLC