Customer Service Case Manager

Ttec

Melbourne, FL

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Automotive Industry, Automotive Repair and Maintenance, Call Centers, Case Management, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service Management, Customer Support/Service, Customer Training, Diversity, Documentation, English Language, Financial Services, Follow Through, Internet/Online Service, Interpersonal Skills, Leadership, Marketing, On Site Support, Organizational Skills, Performance Management, Presentation/Verbal Skills, Problem Solving Skills, Public/Media/Press/Analyst Relations, Reimbursement, Resolve Customer Issues, Sales, Service Delivery, Team Player, Training/Teaching, Voice Mail, Writing Skills

LOCATION

Melbourne, FL

POSTED

29 days ago

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager working on-site in Melbourne, Florida, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.What You’ll Be DoingThe 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’llProvide 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 servicesAct as a resource of all product knowledge and service supportSchedule activities as required for special eventsActively listen to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between the customer, service support, and dealership by following up to ensure customer satisfactionBe responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needsBe responsible for handling emails and chatsExhibit strong follow-up and organizational skills in both verbal and written communicationBe 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 committedBe responsible for documenting customer inquiries and concernsUse applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plansParticipate in business-related marketing and sales projectsMeet specified goals as set forth by managementProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player – assist other team members when in need of supportWhat You Bring to the RoleHigh school diploma required; an associate's or bachelor’s degree is preferredA minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or salesExperience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plusStrong verbal and written communication skillsStrong customer service, interpersonal, and relationship-building skillsExcellent English language (oral and written), with grammatical knowledge and etiquetteTyping skills (minimum of 30 words per minute)What You Can ExpectStarting pay rate of $18.34 per hourHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)Traditional 401(k) PlanVacation/Sick Time and Paid HolidaysTuition Reimbursement Employee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Award-winning Employee Rewards Program (Perci Perks)A Bit More About Your RoleThis 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 PerceptaEstablished 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, breathe, and play by them daily. At Percepta, we:Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.Leave it better – We take ownership and leave every process, person, and place better than we found it.Win together – We succeed as one—celebrating, supporting, and showing up for each other.Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.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

About the Company

Ttec

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.

COMPANY SIZE

10,000 employees or more

INDUSTRY

Other/Not Classified

EMPLOYEE BENEFITS

Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Game Rooms, Life Insurance, Merchandise Discounts, On Site Cafeteria

WEBSITE

http://www.ttecjobs.com

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