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 commitment to innovation and excellence, Percepta fosters a collaborative environment where employees are empowered to grow and succeed. 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 strong client relationships. 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 and track all escalations accurately to ensure timely follow-up and resolution. - You will communicate clearly and empathetically with customers to maintain trust and satisfaction. - You will analyze trends in escalations to recommend process improvements. - You will provide training and support to frontline customer service representatives. - You will maintain up-to-date knowledge of automotive products, services, and industry standards. - You will contribute to a positive team environment by sharing insights and best practices. 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 handle complex customer issues. - Excellent verbal and written communication skills. - 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 technical support or knowledge of vehicle systems. - Familiarity with quality assurance and compliance standards in customer service. - Bilingual abilities, especially in Spanish. - Previous experience in a training or mentorship role. What We Offer: - We offer competitive salary and comprehensive benefits including health, dental, and vision insurance. - We offer flexible hybrid work arrangements to support work-life balance. - We offer opportunities for professional development and career advancement. - We offer a supportive and inclusive company culture that values diversity. - We offer employee wellness programs and community engagement 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!