Pro Sales Customer Care Representative

TTEC•Dearborn, MI

11h•Hybrid

About The Position

At Percepta, the Pro Sales Customer Care Representative in Dearborn, Michigan helps create and deliver customer experiences. The role is the initial point of contact for dealership personnel and vehicle owners, listening to inquiries and providing accurate, timely responses. Representatives navigate multiple systems, support customers across channels, and meet performance expectations for productivity, accessibility, and quality. They also mentor less experienced teammates, participate in team meetings and training, and take on additional tasks and projects as needed. Percepta describes its culture through values of humility, service, ownership, teamwork, and delivering remarkable experiences. The company is an equal opportunity employer committed to a diverse and inclusive workforce.

Requirements

High school diploma required.
One to two years of customer service experience required; call center experience is not required.
Experience working with multiple computer programs and ability to type.
Excellent customer service ability.
Ability to navigate various systems to provide dealers with accurate information.
Professionalism and a positive attitude.
Ability to communicate effectively with customers, managers, and coworkers.
Strong written and oral communication skills.
Time management and organizational skills.
Willingness to take on new assignments.
Reliability.
Ability to multitask.

Nice To Haves

College degree preferred or equivalent work experience.

Responsibilities

Perform Customer Care responsibilities reliably.
Navigate multiple systems to provide dealers and customers with prompt, courteous, and accurate information.
Respond accurately to customer inquiries and document customer contacts.
Initiate outbound contacts as appropriate.
Provide online support for applications.
Use available resources to respond to internal and external customer inquiries.
Help identify process improvements and team best practices.
Respond professionally and accurately to email inquiries, web forms, and similar requests within required time frames, as applicable.
Identify and report program concerns to the appropriate Senior Business Analyst, Team Leader, or Manager.
Meet or exceed performance expectations, including productivity, accessibility, and quality assurance.
Adhere to and support Percepta and client initiatives, policies, and procedures.
Attend and participate in team meetings.
Mentor less experienced teammates, train new team members, and act as backup for a subject matter expert when the Senior Business Analyst and/or Team Leader is absent.
Demonstrate leadership capabilities.
Complete training courses as directed by Operations and/or Training.
Complete additional tasks and projects as needed.