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 in a collaborative, supportive environment that values innovation and 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 setting 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 all interactions and resolutions accurately in the customer support system. - You will analyze trends in escalations to recommend process improvements. - You will provide feedback and training support to frontline customer service representatives. - You will maintain up-to-date knowledge of automotive products, services, and industry regulations. - You will communicate effectively with customers, ensuring clarity and empathy throughout the resolution process. - You will contribute to a positive team environment by sharing insights and best practices. 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 effective solutions. - Excellent communication skills, both verbal and written, with a customer-focused approach. - Proficiency in CRM software and Microsoft Office Suite. - Ability to work independently and as part of a hybrid team in Allen Park, MI. Bonus Points If You Have: - Experience with automotive service and warranty processes. - Knowledge of industry-specific compliance and regulatory standards. - Bilingual abilities, especially in Spanish. - Previous experience in a hybrid or remote work environment. 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 community engagement 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!