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 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 services to assist customers effectively. 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 independently and as part of a team in a hybrid work environment. Bonus Points If You Have: - Experience with automotive industry software and tools. - Knowledge of automotive products, services, and industry standards. - 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!