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. Our team is dedicated to innovation, collaboration, and supporting the success of our employees. 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 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 all interactions and resolutions accurately in the customer support system. - You will provide timely updates to customers and internal stakeholders on case status. - You will analyze trends in escalations to recommend process improvements. - You will support training initiatives by sharing insights and best practices. - You will maintain up-to-date knowledge of automotive products and industry standards. - You will contribute to a positive team environment by supporting colleagues and sharing expertise. 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 handle complex customer issues. - Excellent communication skills, both verbal and written. - Proficiency with customer relationship management (CRM) software. - Ability to work effectively in a hybrid work environment. - Detail-oriented with strong organizational skills. Bonus Points If You Have: - Experience with automotive technical support or product knowledge. - Familiarity with quality assurance and compliance standards in automotive services. - Bilingual abilities or additional language skills. - Previous experience in a fast-paced call center or support 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 growth. - We offer a supportive and inclusive company culture that values your contributions. - We offer employee wellness programs and team-building activities. Ready to Apply? If you are passionate about delivering exceptional customer support and want to join a 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!