Spanish Bilingual Customer Care Representative (Hybrid in Dearborn)

TTEC•Dearborn, MI

3d•$17•Hybrid

About The Position

At Percepta, we bring first-class service across each market we support. As a Spanish Bilingual Customer Care Representative/Guides 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 Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.

Requirements

Six (6) months of customer service/sales experience in a contact center operations environment desired
Experience with customer contact system desired
Understanding of dealership operations and processes are desired.
Microsoft Office (Word, Excel, Outlook)

Responsibilities

Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:
Utilizing available resources to accurately respond to customer inquiries through appropriate channels.
Corresponding with customers via mail channel as appropriate
Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action.
Rewards Guides may be assigned to specialize but will be cross trained to support the functions.
Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
Website assistance to dealers and field personnel
Dealer enrollment process
Reviewing dealer parts statements
Process program cancellation requests
Determines the appropriate route for escalating complex issues based on the type of expertise required.
Document status of all interactions indicating appropriate outcome and follow up requirements
Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.
Achieve ‘world-class’ service with each member where ‘world-class’ is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.
Document all actions in the appropriate call tracking system.
Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
Communicate customer service problem to Team Leader when necessary.
Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies.
Performs additional responsibilities or projects as assigned.