IVT Research Escalation Specialist

IVT Research Escalation Specialist

At Percepta, we bring first-class service across each market we support. As a IVT Research Escalations Specialist 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

• The CRC IVT Escalation Specialist is the single point of contact for Escalated Cases and Customers to address all concerns until resolution.
• Types of cases that are escalated might include but is not limited to cases involving Sync 3, Navigation, Sync 4 and Over the Air.
• The Specialist will be empowered to make decisions using customer satisfaction tools to resolve customer concerns.
• The CRC IVT Escalation Specialist is the lead contact and "owns the call" to resolve assigned escalated cases.
• Manage cases from an assigned queue(s) and as inbound calls as needed.
• Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if need to exceed.
• Use applicable customer satisfaction tool (s) to resolve and At-Risk vehicle cases (Tools:
  Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans).
• Escalate, monitor, and help resolve Part Delay issues.
• Case review and research customer's inquiries to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.
• Resolve customer issues to drive satisfaction using all available resources including Zone Managers, Dealers, Subject Matter Experts, Field Service Engineers, IVT/CVS Contacts and Team Leaders (internal resources).
• Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
• Provides final resolution to customers who have requested to speak with a supervisor.
• Helps identify process improvements and best practices for the Tier 1/IVT team.
• Meet and exceed all performance scores for key metrics stated in the SOW that pertain to the escalation team.
• Provide phone support at any time based off service level needs.
• Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.
• Assist with new launch programs as needed.
• Other duties as assigned.

What You Bring to the Role

• High school diploma required. College degree preferred.
• 1-2 years customer service experience
• 1 year of previous CRC experience
• Problem Resolution in customer contact center environment
• Experience handling escalated customer issues an asset
• Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process

What You Can Expect

• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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

• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
• Exercise good judgment in problem resolution
• Demonstrates leadership qualities
• Excellent verbal/written communication in previous employment
• Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision
• Ability to communicate clearly and correctly
• Strong organizational, time management and problem-solving skills
• Multi-tasking skills
• Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
• Ability to answer and complete phone calls in a timely manner
• Ability to use a desktop computer
• Typing skills – accurately type minimum 30 words per minute
• Must be able to interact with all internal and external departments and contacts. Must represent Percepta & Ford professionally with all clients and external organizations and contacts.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in…