Bilingual Spanish Customer Service Representative

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative (Bilingual Spanish) working on-site in Melbourne, Florida
,you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

In this role, you will be responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources; responsible for learning and executing the complete call handling process.

• Process, answer, and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved.
• Provide professional, grammatically correct verbal responses to customer inquiries and concerns, and educate customers on our client's products and services.
• Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns.
• Understand the use of technology, scripts, and product knowledge.
• Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner.
• Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.
• Master desktop applications, such as Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.
• Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, to allow for an accurate historical view of customers’ contacts with the CRC;
  Manage follow-up Log and audit documentation of customer files.
• Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, customer issues.
• Handle difficult customer issues and avoid escalation whenever possible, positively and professionally.
• Liaise with various CRC departments, i.e., Research, etc.
• Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.
• Work on activities and/or projects as requested by the Team Leader.
• Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes.
• Relay customer service problems to the Team Leader when necessary.
• Support the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
• Suggest marketing offers to customers during service calls.
• Perform other duties as assigned.

• High school diploma or GED required.
• Fluent in Spanish and English, both written and verbal
• One (1) year of customer service experience is preferred
• Experience in Customer Service and Sales is preferred

• Pay rate of $17.00 per hour, inclusive of base pay of $15.00 per hour + $2.00 per hour premium for the bilingual Spanish skill
• Health/Dental/Vision/Life Insurance
• 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)
• Employee Rewards Program (Perci Perks)

You will be responsible for meeting expected customer service levels; supporting business performance goals of the Melbourne Customer Relationship Center by providing a full range of customer service; and answering regular customer inquiries and concerns via the telephone.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead…