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
1. Receive inbound phone calls, emails, and chats through our Automotive E-commerce Portal
2. Effectively utilize multiple systems in providing prompt, courteous, and accurate information
3. Resolve complex interactions using the appropriate escalation process
4. Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary, to resolve concerns
5. Follow up with the customer when needed, utilizing phone and/or email
6. Participate in daily information exchanges to remain knowledgeable of processes and procedures
7. Support and advocate for consumer sales and product inquiries
8. Assist in the formulation of problem-solving techniques for newly discovered issues
9. Maintain exceptional product knowledge as it relates to program support
10. Handle additional projects and assignments as directed
11. Perform additional duties as assigned
What You Bring to the Role
12. High school diploma (required); some college or vocational training preferred
13. Strong problem-solving and troubleshooting experience
14. Sales Experience (required)
15. An automotive background is preferred
16. Parts/Service Advisor experience is preferred
17. Solid typing skills (30 WPM with 80%25) and experience using CRM software
18. Must be fluent in English (written and verbal)
19. Exceptional communication skills
20. Ability to document reference materials
21. Strong computer and Internet skills
22. Strong Customer Service skills
23. Ability to navigate for customers who are having difficulty locating parts
24. Ability to advise and educate customers in a way they can understand
25. Possess patience when locating parts or catalog items for non-technical customers
26. Ability to learn quickly and eagerness to learn new problem-solving techniques
27. Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment
28. Ability to work with minimum supervision, multi-task, problem-solve, and prioritize
29. Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
30. Successful completion of our written skills assessment is required
What You Can Expect
31. Starting pay rate of $15.00 per hour
32. Health/Dental/Vision/Life Insurance
33. Flexible Spending Account (FSA) and Health Savings Account (HSA)
34. 401(k) with company match
35. Vacation/Sick Time and Paid Holidays
36. Tuition Reimbursement
37. Employee Assistance Program
38. Employee Discount Program
39. Training and Development Programs (Percepta College)
40. Award-winning Employee Rewards Program (Perci Perks)
About Percepta
Established in 2000 as a joint venture with TTEC, 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 daily. As a Percepta team member, you can expect:
41. Culture of Service – to be treated like you are the customer from day one
42. Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions
43. Respect – a team that is accountable, dependable, and gives you their full attention
44. Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
45. Career Growth – lots of learning opportunities for aspiring minds
46. Diversity – be a part of our growing, diverse, and community-minded organization that is all about having fun
47. 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.
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. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
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