Concierge Customer Service Representative

Job Description

Job Description

Requisition Title: Concierge Customer Service Representative (04DBJ)
US-MI- DearbornDescription

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Concierge Customer Service Representative (specializing in the automotive industry) working onsite in Allen Park, Michigan , you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

What You’ll Be Doing

The Concierge Customer Service Representative is a trusted expert and the welcoming voice of an innovative new program designed to support consumers with mobility challenges. In this dynamic role, you’ll deliver exceptional service and specialized guidance while helping shape a first-of-its-kind experience that connects users through a modern social media platform—via phone, video chat, or online chat. You’ll play a key role in creating meaningful, accessible, and seamless interactions that make a real difference in people’s daily lives.

During a Typical Day, You’ll

• Deliver an exceptional, high-quality member experience in every interaction, serving as a trusted guide through a modern, innovative technology experience.
• Build strong, meaningful relationships with members by providing empathetic, high-touch support that fosters trust, loyalty, and long-term engagement.
• Provide clear, insightful guidance and hands-on support to members in need.
• Diagnose issues accurately and resolve them through effective coaching and education.
• Collaborate with legacy app owners to troubleshoot and drive timely resolution of complex issues.
• Investigate and resolve billing and payment inquiries with accuracy and attention to detail.
• Own the end-to-end member experience, making informed decisions on escalation and resolution to ensure satisfaction and retention.
• Proactively identify opportunities for improvement and contribute innovative ideas to enhance program excellence.

What You Bring to the Role

• High school diploma required; an associate or bachelor’s degree is a plus
• 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing
• A passion for exceptional customer service, the automotive industry, and cutting-edge technology
• Excellent communication skills – both verbal and written
• Savvy with the use of technology, software, and social media (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends.

What You Can Expect

• Starting pay range of $16.00 - $22.00 per hour (based on experience and other factors)
• Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Traditional 401(k) Retirement Plan
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement and Training & Development Programs (Percepta College)
• Employee Assistance Program (EAP)
• Employee Discount Program
• Award-Winning Employee Rewards & Recognition Program (Perci Perks)

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 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.