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 employee growth, Percepta fosters a supportive and dynamic 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 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 case details accurately and maintain thorough records of customer interactions. - You will provide timely updates to customers and internal stakeholders on case progress. - You will analyze trends in escalations to recommend process improvements. - You will support training initiatives by sharing insights and best practices with team members. - You will maintain up-to-date knowledge of automotive products, services, and industry standards. What You Bring: - You bring at least 3 years of experience in customer support or escalation management, preferably in the automotive sector. - You have strong problem-solving skills and the ability to handle high-pressure situations calmly. - You possess excellent communication skills, both verbal and written. - You are proficient with CRM software and Microsoft Office Suite. - You have a keen attention to detail and strong organizational abilities. Bonus Points If You Have: - Experience working in a hybrid or remote work environment. - Knowledge of automotive industry regulations and compliance standards. - Familiarity with data analysis tools and reporting. - Bilingual abilities or additional language skills. 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 collaborative and inclusive company culture that values your contributions. - 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!