Customer Care Representative

Job Description

Customer Care Representative (04D0Q)

Customer Care Representative (04D0Q)

US-MI-Dearborn

At Percepta, we bring first‑class service across each market we support. As a Customer Care Representative/Guides in Dearborn, MI you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The Guides provide 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.

• Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information.
• Utilize available resources to accurately respond to customer inquiries through appropriate channels.
• Correspond with customers via mail channel as appropriate.
• Review customer concerns and inquiries, determine the appropriate actions based upon job aids and existing desktop solution tools, and take the appropriate action.
• Be cross‑trained to support various 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, and website assistance to dealers and field personnel.
• Determine 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 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, defining a uniquely pleasant experience and educating the customer on client products and services.
• Use 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 problems 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 update knowledge of product and service offerings, current industry products, and technologies.
• Perform additional responsibilities or projects as assigned.

• 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 desired.

• Pay rate of $17 per hour.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement.
• Employee Assistance Program.
• Employee Discount Program.
• Training and Development Programs (Percepta College).

Percepta is an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.