Customer Service Case Manager Position Available In Brevard, Florida

Customer Service Case Manager
At Percepta, we bring first-class service across each market we support. As a Customer Service Case Manager 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 Customer Service Case Manager will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues promptly. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.
During a Typical Day, You’ll
Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
Act as a resource of all product knowledge and service support
Schedule activities as required for special events
Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction
Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
Be responsible for handling emails and chats
Exhibit strong follow-up and organizational skills in both verbal and written communication
Be responsible for resolving customer issues using all available resources, including Dealers (i.e., service personnel, subject matter experts (SMEs), leadership, and field service engineers)
Return all email and voice mail messages promptly, and follow up with customers and dealers as committed
Be responsible for documenting customer inquiries and concerns
Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
Participate in business-related marketing and sales projects
Meet specified goals as set forth by management
Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
Work as a team player

• assist other team members when in need of support
  What You Bring to the Role
  High school diploma required; an associate’s or bachelor’s degree is preferred
  A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales
  Experience in a luxury field (hospitality or brand product) is a plus
  Knowledge of the automotive industry is a plus
  Strong verbal and written communication skills
  Strong customer service, interpersonal, and relationship-building skills
  Excellent English language (oral and written), with grammatical knowledge and etiquette
  Typing skills (minimum of 30 words per minute)
  What You Can Expect
  Starting pay rate of $18.

34 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)
Award-winning Employee Rewards Program (Perci Perks)
A Bit More About Your Role
This position is a single point of contact for customers to address sales, product knowledge, service issues, dealer information, and obtain resolutions. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.
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:
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 of 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.
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.
#LI-Onsite
Location/Division
Melbourne, Florida
Job Requisition
0448B