Bilingual Spanish Customer Service Representative

At Percepta, we bring first-class service across each market we support. As a Customer Service Representative (Bilingual Spanish) in Melbourne, Florida, 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

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.

During a Typical Day, You’ll

• Promptly 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.

• Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services.

• Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to 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 customer’s 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 and customer issues.

• Handle difficult customer issues and avoid escalation whenever possible in a positive and professional manner.

• 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 Team Leader areas for improvement within the inquiry and concern resolution processes.

• Relay customer service problems to 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.

• Other duties as assigned.

What You Bring to the Role

• High school diploma or GED required.

• Fluent in Spanish and English, both written and verbal.

• One (1) year customer service experience is preferred.

• Experience in Customer Service and Sales is preferred.

What You Can Expect

• 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).

A Bit More About Your Role
You will be responsible for meeting expected customer service levels; support business performance goals of the Melbourne Customer Relationship Center by providing a full range of customer service; answers regular customer inquiries and concerns via the telephone.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. As a Percepta team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one.
• Teamwork – belonging to a supportive family team environment that encourages…