Automotive Customer Service Representative

Job Description

Job Description

Requisition Title: Automotive Customer Service Representative (0448F)
US-FL- MelbourneDescription

At Percepta, we bring first-class service across each market we support. As an Automotive Customer Service Representative working on-site in Melbourne, Florida , you’ll be a part of creating and delivering amazing customer experiences while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Automotive Customer Service Representative provides online customers with a professional sales experience that positively influences the customer's purchasing decision. The primary customer contact channels are phone, email, and chat. In this role, you will assist with completing pre- and post-purchase support, purchase transactions, documenting customer interactions, locating requested information, and providing navigational assistance. The ideal candidate will have a high level of problem-solving skills, focusing on meeting customer needs through assumptive sales strategies and providing incentives to customers to increase purchases.

During a Typical Day, You’ll

• Receive inbound phone calls, emails, and chats through our Automotive E-commerce Portal
• Effectively utilize multiple systems in providing prompt, courteous, and accurate information
• Resolve complex interactions using the appropriate escalation process
• Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary, to resolve concerns
• Follow up with the customer when needed, utilizing phone and/or email
• Participate in daily information exchanges to remain knowledgeable of processes and procedures
• Support and advocate for consumer sales and product inquiries
• Assist in the formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge as it relates to program support
• Handle additional projects and assignments as directed
• Perform additional duties as assigned

What You Bring to the Role

• High school diploma (required); some college or vocational training preferred
• Strong problem-solving and troubleshooting experience
• Sales Experience (required)
• An automotive background is preferred
• Parts/Service Advisor experience is preferred
• Solid typing skills (30 WPM with 80%) and experience using CRM software
• Must be fluent in English (written and verbal)
• Exceptional communication skills
• Ability to document reference materials
• Strong computer and Internet skills
• Strong Customer Service skills
• Ability to navigate for customers who are having difficulty locating parts
• Ability to advise and educate customers in a way they can understand
• Possess patience when locating parts or catalog items for non-technical customers
• Ability to learn quickly and eagerness to learn new problem-solving techniques
• Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment
• Ability to work with minimum supervision, multi-task, problem-solve, and prioritize
• Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
• Successful completion of our written skills assessment is required

What You Can Expect

• Starting pay rate of $15.00 per hour
• 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)
• Award-winning Employee Rewards Program (Perci Perks)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. As a Percepta team member, you can expect:

• 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 the value of 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 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.