Customer Service Representative

Job Description

Job Description

Requisition Title: Customer Service Representative (04D6T)
US-FL- MelbourneDescription

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Representative working onsite in Melbourne, FL , 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 a Customer Relationship Center (CRC) Customer Service Representative , you'll be the trusted voice our customers rely on—delivering exceptional service, resolving questions with confidence, and creating positive experiences with every interaction. Using the tools and resources available, you'll make a meaningful impact by helping customers find the right solutions quickly and professionally.

During a Typical Day, You’ll

• Deliver exceptional customer service by responding to inquiries, resolving concerns, and providing timely, accurate solutions.
• Build positive relationships with customers and dealership partners through professional, empathetic, and effective communication.
• Use available tools, knowledge resources, and CRM systems to research issues, document interactions, and ensure accurate case management.
• Make outbound calls as needed to gather information, provide updates, and communicate resolutions.
• Listen actively, ask thoughtful questions, and guide conversations to efficiently identify customer needs and resolve issues.
• Collaborate with internal teams to research complex inquiries, share information, and deliver the best possible customer experience.
• Participate in team meetings, training sessions, and continuous learning opportunities while contributing ideas to improve processes and service delivery.
• Meet quality, productivity, and service goals while promoting products or services when appropriate and helping create an outstanding customer experience.

What You Bring to the Role

• A high school diploma or GED
• A minimum of one year of experience in customer service and/or sales
• Strong written and oral communication skills with all levels of the organization
• Strong customer service, interpersonal, and relationship-building skills
• Strong organizational, time management, planning, problem-solving, and multi-tasking skills
• Strong team-building skills, self-sufficient, resourceful, and works well with minimal supervision
• The ability to demonstrate a high degree of professionalism
• Experience with FMC360 or Customer Contact systems is a plus

What You Can Expect

• Starting pay rate of $15.00 per hour
• 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 Program (Perci Perks)

A Bit More About Your Role

In this role, you'll become a trusted resource for customers by providing support across a variety of topics, including vehicle features and technology, mobile app assistance, warranty questions, account inquiries, and general brand information. You'll have the opportunity to make a meaningful impact by helping customers find solutions, strengthening relationships between customers and dealerships, and delivering experiences that build confidence, satisfaction, and brand loyalty.

Current Hours of Operation: 8:00 AM -11:00 PM Monday-Friday, Saturday 8:00 AM - 8:00 PM. An 8-hour shift would fall somewhere in between for a 40-hour workweek.

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.