Customer Care Representative III

Percepta • Melbourne, FL

112d • $15

About The Position

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. 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 including Over the Air customers 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.

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.
• Solid computer skills, internet savvy, and experience using CRM software.
• Ability to type and speak at the same time.
• Strong problem solving and troubleshooting experience.
• Exceptional oral and written communication skills.
• Experience working in the automotive or wireless telecommunications industry is an asset.
• Strong customer service skills.
• Ability to advise and educate customers in a way they can understand.
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment.

Nice To Haves

• Experience with and appreciation for electronic devices and computers.
• Willingness and ability to quickly learn new technology.

Responsibilities

• Promptly processes and answers/resolves customer inquiries, concerns or technical questions.
• Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns.
• Educate the customer on client products and services.
• Actively listens to the consumer providing answers while controlling the call.
• Handle difficult customer issues and avoid escalation whenever possible.
• Ensure that all customer contacts are properly logged into FMC360.
• Use additional resources and escalation points to find solutions for basic to intermediate level issues.
• Follow-up with the customer if required to ensure full resolution of the problem.
• Recommend changes to departmental policies and procedures to improve support services.
• Maintain exceptional product knowledge as it relates to technical support.

Benefits

• Starting hourly rate of 15.00.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• 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).

What This Job Offers

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