Percepta

Compensation

Full Description

Job Title: Escalation Support Specialist (Automotive Customer Support) Company Overview: Percepta is a leading provider of customer experience solutions, specializing in the automotive and mobility sectors. We pride ourselves on delivering award-winning services that enhance every stage of the customer journey. With a strong commitment to innovation and employee growth, Percepta fosters a collaborative and supportive work environment. Role Overview: As an Escalation Support Specialist at Percepta, you will play a critical role in managing and resolving complex customer issues within the automotive industry. Working in a hybrid setting in Allen Park, MI, you will be the key point of contact for escalated cases, ensuring customer satisfaction and maintaining Percepta’s reputation for excellence. What You'll Do: - You will manage and resolve escalated customer inquiries and complaints with professionalism and efficiency. - You will collaborate with cross-functional teams to identify root causes and implement effective solutions. - You will document case details accurately and maintain thorough records of customer interactions. - You will provide timely updates to customers and internal stakeholders on case status. - You will analyze trends in escalations to recommend process improvements. - You will support training initiatives by sharing insights and best practices. - You will maintain up-to-date knowledge of automotive products and industry standards. - You will contribute to a positive team environment by supporting colleagues and sharing expertise. What You Bring: - Minimum of 3 years experience in customer support or escalation management, preferably in the automotive industry. - Strong problem-solving skills with the ability to analyze complex issues. - Excellent communication skills, both verbal and written. - Proficiency with CRM software and Microsoft Office Suite. - Ability to work effectively in a hybrid work environment. - Strong organizational skills and attention to detail. Bonus Points If You Have: - Experience with automotive service platforms or dealership management systems. - Knowledge of automotive industry regulations and compliance standards. - Bilingual abilities, especially in Spanish. - Previous experience in a fast-paced call center environment. What We Offer: - We offer competitive salary and comprehensive benefits package. - We offer flexible hybrid work arrangements to support work-life balance. - We offer opportunities for professional development and career growth. - We offer a supportive and inclusive company culture. - We offer employee recognition programs and wellness initiatives. Ready to Apply? To join our team as an Escalation Support Specialist, please submit your resume and cover letter through our careers page at www.percepta.com/careers. We look forward to hearing from you!