Job details
Salary $12.50 - $13.75 an hour job type full-time number of hires for this role 5
Qualifications
Call center: 1 year (required)
Us work authorization (required)
High school or equivalent (preferred)
Full job description
Expect more than a job!
Our values are the heartbeat of our organization and we live, breathe, and play by them every dayJoin our team as a marketing customer service representative and experience the satisfaction of being part of a unique cultureAs 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 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 and 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 benefitsOur programs include incentives and promote physical, mental, and financial wellness.
Along with our values and unique culture, percepta also offers matching 401k, paid time off, medical, dental, and vision coverage, quarterly performance bonuses, annual raises, and tuition reimbursementAs a company we believe in promoting from within and fostering the growth of our employees.
The marketing customer service representative provides exceptional customer service support for the universal dealer profile programsThe marketing customer service representative will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.
Duties and responsibilities
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Customer service representatives may be assigned to specialize but will be cross trained to support the functions of all three programsBusiness analysts will be responsible to:
Timely, accurately and professionally respond to customer inquiries
Utilize available resources to respond to customer inquiries
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Provide inbound helpdesk support for dealer and region employees on various issues including:
User access, promotion information, site navigation, system errors and performance, budget and billing, returned mail, order status, reporting and dealer list uploads.
Website assistance to dealers and field personnel.
Dealer enrollment process
Reviewing dealer parts statements
Dealer / buy sell / terminations
Data corrections
Process program cancellation requests
Collateral ordering support
Perform outbound call services to support various functions including: verification calls, courtesy calls, respond to inquiries, special requests, enforcement date calls, incomplete and cancellation confirmation calls.
Determines the appropriate route for escalating complex issues based on the type of expertise required.
Follows up with the customer if required, to ensure the resolution of the problem.
Support non-call functions including: record maintenance, approvals, emails, faxes and reporting.
Handle various administrative responsibilities as needed.
Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.
Document all actions in the appropriate call tracking system
Communicate professionally, clearly and grammatically correct to customer inquiries and concerns; educate the customer on client products and services.
Identify and relay to team leader areas for improvement within the inquiry and concern resolution processes.
Communicate customer service problem to team leader when necessary.
Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
Maintain exceptional product knowledge as it relates to technical supportRemains knowledgeable of product and service offerings, current industry products and technologies.
Performs additional responsibilities or projects as assigned.
Education
Minimum high school diploma required; college degree preferred.
Experience
Six (6) months of customer service/sales experience in a contact center operations environment desired.
Experience with customer contact system desired.
Understanding of dealership operations and processes are desired.
Microsoft office (word, excel, outlook)
Skills
Verbal and written, bi-lingual spanish skills required for identified position(s)*.
Comprehensive knowledge of all dealer marketing communications programs.
Experience communicating to customers; ability to handle and diffuse upset customers.
Strong listening and communications skills (written and oral).
Ability to think logically and solve problems.
Ability to mentor or support development of co-workers.
Ability to multitask.
Demonstrates a high degree of professionalism
Strong customer service, interpersonal and relationship-building skills
Strong organizational, time management, planning and problem-solving skills
Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision
Other
Must be able to interact with all internal and external departments and contactsMust represent percepta professionally with all clients and external organizations and contacts.
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 employmentPercepta is an equal opportunity employer.
Job type: full-time
Pay: $12.50 - $13.75 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Disability insurance
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Paid training
Tuition reimbursement
Vision insurance
Work from home
Schedule:
8 hour shift
Day shift
Evening shift
Monday to friday
Weekend availability
Supplemental pay:
Bonus pay
Ability to commute/relocate:
Dearborn, mi: reliably commute or planning to relocate before starting work (preferred)
Education:
High school or equivalent (preferred)
Experience:
Call center: 1 year (required)
Work location:
Multiple locations
Work remotely:
Yes
