Customer Care Representative
TeleTech Holdings, Inc., Dearborn, MI, United States
At Percepta, we bring first‑class service across each market we support. As a Customer Care Representative/Guides in Dearborn, MI 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 Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.
During a Typical Day, You’ll
Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information.
Utilize available resources to accurately respond to customer inquiries through appropriate channels.
Correspond with customers via mail channel as appropriate.
Review customer concerns and inquiries, determine the appropriate actions based upon job aids and existing desktop solution tools, and take the appropriate action.
Be cross‑trained to support specialized functions.
Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
Website assistance to dealers and field personnel
Dealer enrollment process
Review dealer parts statements
Process program cancellation requests
Determine the appropriate route for escalating complex issues based on the type of expertise required.
Document status of all interactions indicating appropriate outcome and follow‑up requirements.
Establish rapport and build confidence in the brand recognition by proactively promoting company products and services.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.
Achieve world‑class service with each member where world‑class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
Utilize all resources, including the call‑specific applications, to obtain the correct answer for the customer.
Document all actions in the appropriate call tracking system.
Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
Communicate customer service problems to Team Leader when necessary.
Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
Maintain exceptional product knowledge as it relates to technical support and continuously update knowledge of product and service offerings, current industry products, and technologies.
Perform additional responsibilities or projects as assigned.
What You Bring to the Role
Six (6) months of customer service/sales experience in a contact center operations environment desired.
Experience with customer contact system desired.
Understanding of dealership operations and processes desired.
Microsoft Office (Word, Excel, Outlook).
What You Can Expect
Pay rate of $17 per hour.
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).
Established in 2000 as a joint venture with TTEC, Percepta 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.
Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.
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What You’ll Be Doing
The Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.
During a Typical Day, You’ll
Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information.
Utilize available resources to accurately respond to customer inquiries through appropriate channels.
Correspond with customers via mail channel as appropriate.
Review customer concerns and inquiries, determine the appropriate actions based upon job aids and existing desktop solution tools, and take the appropriate action.
Be cross‑trained to support specialized functions.
Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
Website assistance to dealers and field personnel
Dealer enrollment process
Review dealer parts statements
Process program cancellation requests
Determine the appropriate route for escalating complex issues based on the type of expertise required.
Document status of all interactions indicating appropriate outcome and follow‑up requirements.
Establish rapport and build confidence in the brand recognition by proactively promoting company products and services.
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers.
Achieve world‑class service with each member where world‑class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
Utilize all resources, including the call‑specific applications, to obtain the correct answer for the customer.
Document all actions in the appropriate call tracking system.
Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.
Communicate customer service problems to Team Leader when necessary.
Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
Maintain exceptional product knowledge as it relates to technical support and continuously update knowledge of product and service offerings, current industry products, and technologies.
Perform additional responsibilities or projects as assigned.
What You Bring to the Role
Six (6) months of customer service/sales experience in a contact center operations environment desired.
Experience with customer contact system desired.
Understanding of dealership operations and processes desired.
Microsoft Office (Word, Excel, Outlook).
What You Can Expect
Pay rate of $17 per hour.
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).
Established in 2000 as a joint venture with TTEC, Percepta 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.
Percepta is proud to be an equal‑opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.
#J-18808-Ljbffr