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, fostering long-term relationships and driving client success. Our team is dedicated to innovation, collaboration, and supporting each member’s professional growth. 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 environment based in Allen Park, MI, you will be the key point of contact for escalated cases, ensuring timely and effective solutions that uphold our commitment to exceptional customer service. What You'll Do: - You will manage and resolve escalated customer inquiries and complaints with professionalism and urgency. - You will collaborate with cross-functional teams to identify root causes and implement corrective actions. - You will document case details accurately and maintain clear communication with customers and internal stakeholders. - You will analyze trends in escalations to recommend process improvements. - You will provide training and support to frontline customer service representatives. - You will ensure compliance with company policies and industry regulations. - You will contribute to a positive team environment by sharing knowledge and best practices. What You Bring: - You bring at least 3 years of experience in customer support or escalation management, preferably in the automotive industry. - 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 products, services, and industry standards. - Familiarity with quality assurance and compliance processes. - 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 supportive and inclusive company culture that values your contributions. - We offer employee wellness programs and team-building activities. Ready to Apply? To join our dynamic team at Percepta as an Escalation Support Specialist, please submit your resume and cover letter through our careers page or email them directly to recruiting@percepta.com. We look forward to hearing from you!