Pro Sales Customer Care Representative

Percepta•Dearborn, MI

3d•Hybrid

About The Position

At Percepta, the Pro Sales Customer Care Representative helps create and deliver positive customer experiences. The representative is the initial contact for dealership personnel and vehicle owners, listens to their inquiries, and provides accurate, timely responses. The role requires navigating multiple systems and resources, handling customer contacts through applicable channels, and meeting performance expectations for productivity, accessibility, and quality. The representative also contributes to team effectiveness by identifying process improvements, supporting company and client initiatives, mentoring less experienced teammates, and completing training and additional projects as needed. The position is based in Dearborn, Michigan. Hours of operation are Monday through Saturday, 8 a.m. to 8 p.m.; the posting does not specify an individual work schedule. Percepta describes its culture through values of humility, service, ownership, teamwork, and delivering remarkable experiences. The company states that it is an equal opportunity employer and is committed to a diverse and inclusive workforce.

Requirements

High school diploma required.
College degree preferred, or equivalent work experience required.
One to two years of customer service experience required; call center experience is not required.
Computer skills, including experience working with multiple programs and the ability to type.
Excellent customer service ability.
Ability to navigate various systems to provide accurate information to dealers and customers.
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.

Responsibilities

Respond accurately and promptly to customer inquiries from dealership personnel and vehicle owners.
Document customer contacts and initiate outbound contacts when appropriate.
Provide online support for applications and use available resources to address internal and external customer inquiries.
Answer email inquiries and web forms, as applicable, within required time frames and with professional, accurate, timely information.
Identify process improvements and team best practices.
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, including training new team members.
Provide 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.