Customer Care Representative 2

TTEC • Melbourne, FL

274d

About The Position

At Percepta, we bring first-class service across each market we support. As a Customer Care Representative II in Melbourne, FL you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Requirements

• High school diploma required.
• 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.

Nice To Haves

• 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.
• 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.

Responsibilities

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.
• Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
• Ensure that all customer contacts are properly logged into FMC360, the CRC's contact system.
• 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 FMC360, EyeQ, Intranet, AAF, Search engine, etc.
• Follow-up with the customer if required, to ensure the full resolution of the problem.
• Employs customer satisfaction tools according to guidelines.
• Recommends changes to departmental policies and procedures to improve support services provided to the customer.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Provides recommendations to Team Leader regarding the resolution of recurring problems.
• Maintain exceptional product knowledge as it relates to technical support.
• Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.
• Handle additional projects and assignments as directed.

Benefits

• Competitive Compensation
• Career Growth opportunities
• Culture of Service
• Teamwork environment
• Respectful team dynamics
• Diversity and community-minded organization

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: High school or GED