Customer Care Representative

Job Description

Job Description

Requisition Title: Customer Care Representative (04DBE)
US-FL- MelbourneDescription

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Care Representative working onsite in Melbourne, Florida , 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

As the first point of contact for dealership personnel and vehicle owners, the Customer Care Representative plays a vital role in creating a positive customer experience. This position is responsible for actively listening to customer inquiries, providing accurate and timely solutions, and delivering exceptional service that builds trust and strengthens customer relationships.

During a Typical Day, You’ll

• Deliver exceptional customer care by responding to dealership personnel and vehicle owner inquiries accurately, professionally, and in a timely manner across all communication channels (phone, email, web forms, and online applications).
• Navigate multiple systems and utilize available resources to research, resolve, document, and follow up on customer inquiries, including initiating outbound contacts when appropriate.
• Meet or exceed established performance standards, including productivity, accessibility, quality assurance, and reliability.
• Identify, escalate, and communicate program concerns to the appropriate Senior Business Analyst, Team Leader, or Manager, while contributing ideas for process improvements and best practices.
• Adhere to all company and client policies, procedures, initiatives, and service standards.
• Participate in required meetings, complete assigned training, and support additional tasks and projects as business needs require.
• Demonstrate leadership by mentoring and training new or less experienced team members and serving as a backup for Subject Matter Experts, Senior Business Analysts, and Team Leaders when needed.
• Foster a collaborative team environment through professionalism, accountability, and a commitment to continuous improvement.

What You Bring to the Role

• High school diploma required. College degree preferred or equivalent work experience required.
• 1 – 2 years of customer service experience required; does not need to be in a call center position.
• Computer skills: experience working with multiple programs, ability to type.
• Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer with accurate information.
• Ability to effectively communicate with customers, managers, and co-workers.
• Strong written and oral communication.
• Time management and organizational skills; Ability to multitask.

What You Can Expect

• Starting hourly rate of $15.00
• 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)

A Bit More About Your Role

Hours of Operation: Monday through Friday: 8:30 am to 5:30 pm

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.

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.