Automotive Customer Service Representative

Job Description - Automotive Customer Service Representative (04F6I)

At Percepta, we bring first-class service across each market we support. As an Automotive Customer Service Representative working on-site 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 Automotive Customer Service Representative provides online customers with a professional sales experience that positively influences the customer's purchasing decision. The primary customer contact channels are phone, email, and chat. In this role, you will assist with completing pre- and post-purchase support, purchase transactions, documenting customer interactions, locating requested information, and providing navigational assistance. The ideal candidate will have a high level of problem-solving skills, focusing on meeting customer needs through assumptive sales strategies and providing incentives to customers to increase purchases.

During a Typical Day, You’ll

• Receive inbound phone calls, emails, and chats through our Automotive E-commerce Portal
• Effectively utilize multiple systems in providing prompt, courteous, and accurate information
• Resolve complex interactions using the appropriate escalation process
• Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary, to resolve concerns
• Follow up with the customer when needed, utilizing phone and/or email
• Participate in daily information exchanges to remain knowledgeable of processes and procedures
• Support and advocate for consumer sales and product inquiries
• Assist in the formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge as it relates to program support
• Handle additional projects and assignments as directed
• Perform additional duties as assigned

What You Bring to the Role

• High school diploma (required); some college or vocational training preferred
• Strong problem-solving and troubleshooting experience
• An automotive background is preferred
• Parts/Service Advisor experience is preferred
• Solid typing skills (30 WPM with 80%) and experience using CRM software
• Must be fluent in English (written and verbal)
• Exceptional communication skills
• Ability to document reference materials
• Strong computer and Internet skills
• Ability to navigate for customers who are having difficulty locating parts
• Ability to advise and educate customers in a way they can understand
• Possess patience when locating parts or catalog items for non-technical customers
• Ability to learn quickly and eagerness to learn new problem-solving techniques
• Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment
• Ability to work with minimum supervision, multi-task, problem-solve, and prioritize
• Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
• Successful completion of our written skills assessment is required

What You Can Expect

• Starting pay rate of $15.00 per hour
• 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)

About Percepta

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,…