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 supportive and growth-oriented 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 and track all escalations accurately in the system to ensure timely follow-up. - You will provide feedback and insights to improve processes and customer experience. - You will communicate clearly and empathetically with customers to de-escalate situations. - You will support training initiatives by sharing knowledge and best practices with team members. - You will monitor trends in escalations to proactively address potential issues. 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 think critically under pressure. - You possess excellent communication skills, both verbal and written. - You are proficient with CRM software and Microsoft Office Suite. - You have the ability to work independently and as part of a team in a hybrid work environment. Bonus Points If You Have: - Experience with automotive customer service platforms and tools. - Knowledge of automotive industry standards and terminology. - Previous experience in a hybrid or remote work setting. - Additional language skills to support diverse customer bases. 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 growth. - We offer a collaborative and inclusive company culture that values your contributions. - We offer employee wellness programs and recognition 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!