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. With a commitment to innovation and excellence, we deliver award-winning services that enhance every stage of the customer journey. Our team is dedicated to fostering a supportive and growth-oriented environment where employees can thrive. 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 provide detailed feedback and insights to improve processes and customer experience. - You will maintain up-to-date knowledge of automotive products, services, and industry trends. - You will communicate clearly and empathetically with customers to de-escalate situations and build trust. - You will support training initiatives by sharing best practices and lessons learned. - You will contribute to continuous improvement efforts within the support team. 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 and develop solutions. - Excellent communication skills, both verbal and written, with a customer-focused approach. - Proficiency in 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 automotive systems. - Familiarity with data analysis tools and reporting. - Previous experience in a fast-paced call center or customer service environment. - Bilingual abilities or additional language skills. 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 collaborative 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!