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 feedback to improve processes and enhance the overall customer experience. - You will communicate clearly and empathetically with customers to de-escalate situations. - You will support training initiatives by sharing insights and best practices with team members. - You will monitor trends in escalations to proactively address potential issues. - You will maintain up-to-date knowledge of automotive products and industry standards. What You Bring: - Minimum of 3 years of experience in customer support or escalation management, preferably in the automotive industry. - Strong problem-solving skills with the ability to analyze complex issues. - Excellent communication and interpersonal skills. - Proficiency with 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 vehicle systems. - Familiarity with quality assurance and compliance standards. - Bilingual abilities or additional language skills. - Previous experience in a fast-paced call center environment. What We Offer: - We offer competitive salary and comprehensive benefits package. - We offer opportunities for professional development and career growth. - We offer a supportive and inclusive work culture. - We offer flexible hybrid work arrangements. - We offer employee wellness programs and resources. 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!