Customer Service Case Manager

TTEC•Houston, TX

4d•Onsite

About The Position

The Customer Service Case Manager works on-site in Houston, Texas, and is the single point of contact for customers throughout case management. The role handles initial inbound calls and related cases, aiming to earn and retain customer loyalty through empathetic, efficient, and pleasant resolution of concerns. Case Managers use training, product and service knowledge, and available knowledge-base tools to answer questions and support a positive impression of the client’s brand. The position liaises with clients, dealerships, service personnel, subject matter experts, leadership, and field service engineers as needed to progress cases and resolve customer concerns. Customer interactions take place through inbound and outbound calls, email, and other correspondence. The Case Manager may also receive general inquiries and address them or warm-transfer them to a tier-1 Customer Service Representative. The role is empowered to use customer satisfaction tools to resolve concerns and support customer loyalty, and is accountable for meeting expected service levels and Customer Experience objectives, including after-call and after-case survey scores. Case Managers manage cases from initial concern through resolution, applying time-management and organizational skills to meet client-established timelines. They use resources such as the on-site knowledge base, dealerships, local resources, and technical subject matter experts, and follow up with customers and dealers as promised. Specialists receive training on processes that include understanding local laws.

Requirements

High school diploma required.
Two years of experience in a Customer Relations Contact Center or 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 ability to prioritize projects and customer needs.
Conflict-resolution skills and the ability to listen to customers.
Good service and business judgment with customer satisfaction as the goal.
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 for product research and issue resolution and to work across 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 and represent Percepta professionally.
Ability to manage cases within client-established timelines and follow up on customer updates and commitments.

Nice To Haves

Associate or bachelor’s degree preferred.
Experience in a luxury field, such as hospitality or a branded product.
Knowledge of the automotive industry.
Experience with Microsoft Dynamics (Customer Contact system).

Responsibilities

Guide customers from initial contact through case resolution while building trust and enthusiasm.
Provide product knowledge and service support.
Listen actively and manage customer interactions professionally and efficiently.
Liaise between customers, service support, and dealerships, following up to ensure customer satisfaction.
Handle inbound customer calls and emails courteously and professionally.
Resolve customer issues using available resources, including dealership 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 applicable customer satisfaction tools, including financial assistance, service plans, payments, and maintenance plans, to resolve issues.
Meet management-set goals, expected customer service levels, and Customer Experience objectives, including after-call and after-case survey scores.
Provide feedback to management to support department performance and growth.
Support other team members when needed.
Manage cases from initial concern through resolution, using time management and meeting client-established timelines.
Use the on-site knowledge base, dealerships, local resources, and technical subject matter experts to progress cases.
Handle general inquiry calls by addressing them or warm-transferring them to a tier-1 Customer Service Representative as needed.
Perform other duties as assigned.