TEMP Pro Sales Customer Care Representative (INTERNAL)

Percepta•Dearborn, MI

About The Position

Pro Sales Customer Care Representative At Percepta, we bring first-class service across each market we support. As a Pro Sales Customer Care Representative in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. What You’ll Be Doing The Customer Care Representative is the initial contact for dealership personnel and vehicle owners. The Customer Care Representative listens to customer inquiries and provides an accurate and timely response to the customer. During a Typical Day, You’ll Perform all Customer Care responsibilities with consistent reliability. Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous, and accurate information including: Accurately respond to customer inquiries. Document customer contacts. Initiate outbound contacts as appropriate. Provide online support for applications. Utilize available resources to respond to internal and external customer inquiries. Help identify process improvements and best practices for the team. As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information. Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager. Meet or exceed performance expectations including but not limited to productivity, accessibility and quality assurance. Adhere to and support all Percepta and client initiatives and company policies and procedures. Attend and participate in team meetings. Act as a mentor to less experienced teammates which include: Training new team members. Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader. Demonstrate leadership capabilities. Complete training courses as directed by Operations and/or Training. Complete additional tasks and projects as needed.

Requirements

High school diploma required.
College degree preferred or equivalent work experience required.
1 – 2 years of customer service experience required; does not need to be in a call center position.
Computer skills: experience working with multiple programs, ability to type.
Excellent customer service ability.
Ability to maneuver through various systems to provide the dealer with accurate information.
Displays professionalism and a positive attitude.
Ability to effectively communicate with customers, managers, and co-workers.
Strong written and oral communication.
Time management and organizational skills.
Willingness to take on new assignments.
Reliability.
Ability to multitask.

Responsibilities

Accurately respond to customer inquiries.
Document customer contacts.
Initiate outbound contacts as appropriate.
Provide online support for applications.
Utilize available resources to respond to internal and external customer inquiries.
Help identify process improvements and best practices for the team.
As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
Meet or exceed performance expectations including but not limited to productivity, accessibility and quality assurance.
Adhere to and support all Percepta and client initiatives and company policies and procedures.
Attend and participate in team meetings.
Act as a mentor to less experienced teammates which include: Training new team members.
Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader.
Demonstrate leadership capabilities.
Complete training courses as directed by Operations and/or Training.
Complete additional tasks and projects as needed.