At Percepta, we bring first-class service across each market we support. As a fully remote Sr. Customer Service Representative (Concern) located in Toledo, OH, 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 Sr. Customer Service Representativewill work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concerns in the fastest and most pleasant means possible. They will also resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of our client’s brand throughout the case management process.
During a Typical Day, You’ll
Specialists will be trained on processes that include understanding local laws
Specialists will need to handle cases within the client’s established timeline
Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
Keeping promises is critically important to agent success and customer satisfaction – Customer Service Case Managers must follow up with customers on updates and timelines as these lead to a poor customer experience and diminished brand loyalty
What You Bring to the Role
What You Can Expect
A Bit More About Your Role
In this role, the Sr. Customer Service Representative is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The Sr. Customer Service Representative will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The Sr. Customer Service Representative is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.
The Sr. Customer Service Representative may receive general inquiry calls, which they will attempt to address or warm transfer to a tier-1 Customer Service Representative as needed.
Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
The Customer Service Case Manager is responsible for meeting expected customer service levels and achieving Customer Experience objectives relative to their after-call and after-case customer survey scores.
About Percepta
Established in 2000, 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 every day. 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 growth, fosters trust and open communication and acknowledges the value in your contributions
Respect– a team that is accountable, dependable, and gives you their full attention
Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth – lots of learning opportunities for aspiring minds
Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
Job Type: Full-time
Pay: $17.50 – $19.50 per hour
Benefits:
Experience level:
Shift:
Weekly day range:
People with a criminal record are encouraged to apply
Work Location: Remote
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