French Bilingual Customer Care Representative; Hybrid in Dearborn

French Bilingual Customer Care Representative (Hybrid in Dearborn)

Location:

Dearborn, MI

• Provide exceptional customer service support for Rewards Programs, a loyalty marketing platform rewarding members for doing business with the company.
• Manage customer and dealer support through multiple channels: phone, chat, email, and mail.
• Respond to requests for technical app support, concern resolution, product information, sales incentives/campaign support, and general inquiries.
• Deliver timely, professional, and accurate service within contractual metrics.
• Utilize available resources, job aids, and desktop tools to respond to inquiries and take appropriate actions.
• Cross‑train to support specialized functions as assigned.
• Provide inbound helpdesk support for members, dealers, and regional employees on issues such as user access, promotion information, site navigation, system errors, billing, reporting, dealer list uploads, and website assistance.
• Review dealer parts statements and process program cancellation requests.
• Escalate complex issues based on required expertise, documenting all actions in the call tracking system.
• Build rapport, promote company products and services, and demonstrate empathy, enthusiasm, skill, and expertise.
• Achieve world‑class service by providing a pleasant experience, delivering valuable knowledge, and educating customers.
• Identify improvement opportunities, communicate problems to team leaders, and support operations with business processes that promote employee retention, productivity, profitability, and consumer satisfaction.
• Maintain exceptional product knowledge of technical support, product offerings, industry products, and technologies, updating knowledge regularly.
• Perform additional responsibilities or projects as assigned.

• Six (6) months of customer service/sales experience in a contact center operations environment desired.
• Experience with a customer contact system desirable.
• Understanding of dealership operations and processes desirable.

• Pay rate of $17 per hour + $2.00 Language Premium.
• 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. 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. We are committed to building a diverse and inclusive workforce.