Customer Service Case Manager

Percepta • Houston, TX

3d • Onsite

About The Position

The Customer Service Case Manager works on-site in Houston, Texas, serving as the customer's single point of contact from initial contact through case resolution. The role focuses on earning and retaining customer loyalty by listening carefully, showing empathy, resolving concerns efficiently, and providing a positive experience with the client’s brand.

The position handles inbound and outbound phone interactions, email, and other correspondence. The Case Manager coordinates with clients, dealerships, service personnel, subject matter experts, leadership, field service engineers, and local resources to resolve customer concerns. They use available customer satisfaction tools and knowledge resources, follow case processes and timelines, and keep customers informed of updates and commitments. General inquiry calls may be addressed directly or warm-transferred to a tier-1 Customer Service Representative as needed.

The Case Manager is expected to meet customer service levels and customer experience objectives, including after-call and after-case survey scores. The role also includes documenting customer interactions, meeting management goals, and providing feedback to support department performance and growth.

Requirements

• High school diploma required.
• Two years of experience in a customer relations contact center or the hospitality industry.
• High level of trust and integrity.
• Strong verbal and written communication skills.
• Detailed listening skills.
• Strong customer service, interpersonal, and relationship-building skills.
• Time management skills and the ability to prioritize projects and customer needs.
• Conflict resolution skills, including listening to customers.
• Good service and business judgment focused on customer satisfaction.
• Excellent spoken and written English, including grammar and etiquette.
• Ability to influence others through verbal or written correspondence.
• Ability to work calmly under pressure.
• Professional demeanor, language, and appearance.
• Ability to balance personality with a professional demeanor to make customers comfortable.
• Ability to use technology and product resources to resolve customer issues and work through multiple computer screens.
• Typing speed of at least 30 words per minute.
• Knowledge of Microsoft Office, email, and texting.
• Ability to interact with internal and external departments and contacts.
• Ability to represent Percepta professionally with customers, external organizations, and contacts.

Nice To Haves

• Associate or bachelor’s degree.
• Experience in a luxury field, such as hospitality or brand product.
• Knowledge of the automotive industry.
• Experience with Microsoft Dynamics or another customer contact system.

Responsibilities

• Guide customers from initial contact through case resolution while building trust and enthusiasm.
• Provide product knowledge and service support to customers.
• Listen actively and manage customer interactions professionally and efficiently.
• Act as a liaison between customers, service support, and dealerships, following up to ensure customer satisfaction.
• Handle inbound customer calls, emails, and other correspondence in a helpful, courteous, and professional manner.
• Resolve customer issues using available resources, including dealers, service personnel, subject matter experts, leadership, and field service engineers.
• Return email and voicemail messages promptly and follow up with customers and dealers as committed.
• Document all customer interactions.
• Use customer satisfaction tools, including financial assistance, service plans, payments, and maintenance plans, to resolve customer concerns.
• Manage cases from initial concern to resolution, applying time management and following the client’s established timelines and applicable processes.
• Keep customers informed about updates and timelines, and fulfill commitments.
• Address general inquiry calls or warm-transfer them to a tier-1 Customer Service Representative when appropriate.
• Meet specified management goals, customer service levels, and customer experience objectives, including survey score objectives.
• Provide management with feedback to support continued and improved department performance.
• Assist other team members when support is needed and perform other duties as assigned.

Benefits

• Health, dental, vision, and life insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• Traditional 401(k) plan.
• Vacation and sick time.
• 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
• Education Level: High school or GED