Customer Care Representative III

TTEC•Melbourne, FL

13h•$15•Onsite

About The Position

We bring first-class service across each market we support. As a Customer Care Representative III 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 Customer Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers. • The 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 customer service experience, and answer regular customer inquiries and concerns via telephone. A Bit More About Your Role • 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 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 customer inquiries and concerns; educate the customer on client products and services. • Understand use 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. • Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner. • Ensure that all customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customers’ 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. • Follow-up with the customer if required, to ensure the full resolution of the problem. • Recommend changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise. • Provides recommendations for the Team Leader 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. About Percepta Established in 2000, 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 with them every day. 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 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 - 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 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 employment. Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process. #LI-onsite

Requirements

High School Diploma or equivalent
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
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
Highly organized, detail oriented, and able to thrive in a fast paced, changing environment

Responsibilities

Provide timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers.
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 customer service experience.
Answer regular customer inquiries and concerns via telephone.
Promptly process and answer/resolve customer 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 customer inquiries and concerns; educate the customer on client products and services.
Understand use technology, scripts, and product knowledge. Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner.
Ensure that all customer contacts are properly logged into FMC360, the CRC’s contact system, to allow for an accurate historical view of customers’ 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.
Follow-up with the customer if required, to ensure the full resolution of the problem.
Recommend changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.
Provide recommendations for the Team Leader regarding the resolution of recurring problems.
Assist in formulation of problem-solving techniques for newly discovered issues.
Maintain exceptional product knowledge as it relates to technical support.
Remain knowledgeable of product and service offerings, current industry products and technologies.
Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.