Bilingual French Customer Service Case Manager

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You'll Be Doing

The Customer Service Case Manager (Bilingual French) will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis.

In this role, the Customer Service Case Manager (Bilingual French) is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty.

During a Typical Day, You'll

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
• Act as a resource for all product knowledge and service support
• Schedule activities as required for special events
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction
• Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• Be responsible for handling emails and chats
• Exhibit strong follow-up and organizational skills in both verbal and written communication
• Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers).
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed
• Be responsible for documenting customer inquiries and concerns
• Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
• Participate in business-related marketing and sales projects
• Meet specified goals as set forth by management
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player - assist other team members when in need of support

What You Bring to the Role

• High school diploma required; an Associate or bachelor's degree is preferred
• Bilingual English and Canadian French (Fluent) - must be able to pass verbal and written assessments
• A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus
• Strong verbal and written communication skills
• Strong customer service, interpersonal, and relationship-building skills
• Excellent English language (oral and written), with grammatical knowledge and etiquette
• Typing skills (minimum of 30 words per minute)

What You Can Expect

• Pay rate of $20.34 per hour, inclusive of the base pay of $18.34 per hour $2.00 per hour premium for the bilingual French 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)

A Bit More About Your Role

This position is a single point of contact for customers to…