Customer Care Representative II at TTEC

Melbourne, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Aug, 26

Salary

15.0

Posted On

06 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, CRM Software, Problem Solving, Troubleshooting, Oral Communication, Written Communication, Technical Support, Adaptability, Time Management, Organization, Active Listening, Computer Literacy

Industry

Outsourcing and Offshoring Consulting

Description

Customer Care Representative II At Percepta, we bring first-class service across each market we support. As a Customer Care Representative II 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 BAC Customer Care Representative (CCR) works under the direct supervision of the Team Leader/Assistant Team Lead and is responsible for providing a timely and professional service in response to a wide variety of inquiries impactful to dealer operations related to REACT and IC program support by using available resources. The BAC CCR will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range dealer service experience, and answer regular support inquiries and concerns via chat/email/telephone. During a Typical Day, You’ll • Promptly processes and answers/resolves inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. • Communicate professional, grammatically correct verbal and written responses to inquiries and concerns; educate the dealer on client products and services. • Understand use of technology, scripts, and product knowledge. Actively listens providing answers, while controlling the interaction to lead the dealer in an efficient professional manner. • Act as a liaison between dealerships and business owners, providing excellent service to both by following up and being organized and knowledgeable. • Handle difficult issues and avoid escalation whenever possible in a positive and professional manner. • Ensure that all contacts are properly logged into CMR Tool, the CRC’s contact system, to allow for an accurate historical view of contacts; manage follow-up log and audit documentation of customer files. • Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. • Master desktop applications, such as CMR Tool, Intranet, AAF, Search engine, etc. • Follow-up with the dealer if required, to ensure the full resolution of the problem. • Employs customer satisfaction (e. g. AWA) tools according to guidelines. • Recommends changes to departmental policies and procedures to improve support services provided to the dealer, keeping the Team Leader/Assistant Team Lead informed of any issues that arise. • Attend team meetings, pep sessions, focus groups, and training sessions as scheduled. • Provides recommendations to Team Leader/Assistant Team Lead regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues. • Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies. • Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. • Handle additional projects and assignments as directed. What You Bring to the Role Education • High school diploma required. Experience • 6-months Customer Service experience required. • Previous experience supporting customers through phone preferred. • Experience or interest in working with technology is preferred. • Experience with customer contact systems . Skills • Adaptability and flexibility to work within different channels within the program as needed. • Solid computer skills, internet savvy, and experience using CRM software. • Ability to type and speak at the same time. • Strong problem solving, troubleshooting experience, resolving technical problems from start to finish. • Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization. • Experience working in the automotive or wireless telecommunications industry is an asset. • Strong customer service skills • Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology. • Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers. • Ability to learn quickly and eagerness to learn new techniques and skills. • Highly organized, detail oriented, and able to thrive in a fast paced, changing environment. • 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 contacts. • Must represent Percepta professionally with all clients and external organizations and contacts. Hours of Operation Monday – Friday, 8:30 am to 8:50pm What You Can Expect • Starting Pay of $15.00 per hour with Incentives • 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) • Employee Rewards Program (Perci Perks) 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. #LI-onsite

Responsibilities

Provide professional customer support via chat, email, and telephone to resolve dealer inquiries regarding REACT and IC program support. Act as a liaison between dealerships and business owners while documenting all interactions in the CMR tool.