Bilingual French Customer Care Representative - Hybrid

Bilingual French Customer Care Representative - Hybrid

At Percepta, we bring first-class service across each market we support. As a Bilingual English/French Customer Care Representative (Rewards Guide) in Allen Park, 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 Rewards Guide 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.
• During a Typical Day, You'll:
• 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 the status of all interactions, indicating appropriate outcome and follow-up requirements
• Establish a rapport and build confidence in the brand recognition by proactively promoting the 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 the Team Leader areas for improvement within the inquiry and concern resolution processes.
• Communicate customer service problems to the 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 update knowledge of product and service offerings, current industry products, and technologies.
• Performs additional responsibilities or projects as assigned.

What You Bring to the Role

• Must be fluent in both English and French (oral and written)
• Six (6) months of customer service/sales experience in a contact center operations environment is desired
• Contact center experience is desired
• Understanding of dealership operations and processes is desired.
• Microsoft Office 365 (Word, Excel, Outlook, etc.)

What You Can Expect

• Pay rate of $19.00 per hour ($17.00 +$2.00 Language Premium)
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Tra…