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 are committed to delivering award-winning services that enhance every stage of the customer journey, fostering long-term relationships and driving client success. Our team thrives on innovation, collaboration, and a passion for excellence. 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 customer satisfaction and supporting continuous improvement. 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 comprehensive records for future reference. - You will communicate clearly and empathetically with customers to rebuild trust and ensure positive outcomes. - 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. - You will contribute to a positive team environment by demonstrating flexibility and a proactive attitude. 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 and manage time efficiently. Bonus Points If You Have: - Experience with automotive dealership operations or automotive service processes. - Knowledge of industry regulations and compliance standards. - Bilingual abilities, especially in Spanish or French. - Certification in customer service or conflict resolution. What We Offer: - We offer a competitive salary and comprehensive benefits package. - We offer opportunities for professional growth and career advancement. - We offer a supportive and inclusive work culture that values your contributions. - We offer flexible hybrid work arrangements to support work-life balance. - We offer ongoing training and development programs to enhance your skills. Ready to Apply? To join our dynamic team at Percepta, please submit your resume and cover letter through our careers page or email us directly at careers@percepta.com. We look forward to hearing from you!