Customer Care Representative II

TTEC•Melbourne, FL

11h•Onsite

About The Position

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.

Requirements

High school diploma required.
6-months Customer Service experience required.
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.
Strong customer service skills
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.
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.

Nice To Haves

Previous experience supporting customers through phone preferred.
Experience or interest in working with technology is preferred.
Experience with customer contact systems .
Adaptability and flexibility to work within different channels within the program as needed.
Experience working in the automotive or wireless telecommunications industry is an asset.
Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology.

Responsibilities

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.