IVT Research Escalation Specialist

IVT Research Escalations Specialist

Location:

Melbourne, Florida

At Percepta, we bring first‑class service across each market we support. As an 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.

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 are 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 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 tools 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 inquiries to resolve non‑routine issues and gather information to determine the most appropriate response.
• 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.
• Actively listen to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
• Provide final resolution to customers who have requested to speak with a supervisor.
• Help 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 on service level needs.
• Answer with speed and confidence in real‑time to support agents in chat rooms.
• Assist with new launch programs as needed.
• Other duties as assigned.

• High school diploma required; college degree preferred.
• 1–2 years customer service experience.
• 1 year of previous CRC experience.
• Problem resolution in a customer contact center environment.
• Experience handling escalated customer issues is an asset.
• Knowledge of customer contact process and guidelines and escalated handling process.

• Competitive salary with incentives.
• Health, dental, vision and 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).

• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction.
• Exercise good judgment in problem resolution.
• Demonstrate leadership qualities.
• Excellent verbal and 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.
• Act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy.
• Complete phone calls in a timely manner.
• Use a desktop computer.
• Typing skills – accurately type a minimum of 30 words per minute.
• Interact with all internal and external departments and contacts; represent Percepta & Ford professionally with all clients and external organizations.

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients worldwide. Delivered in multiple channels and speaking multiple languages, we bring first‑class service across…