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 collaborative environment where employees are empowered to grow and succeed. 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 case details accurately and maintain thorough records of customer interactions. - 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 demonstrating strong communication and problem-solving skills. What You Bring: - Minimum of 3 years experience in customer support or escalation management, preferably in the automotive industry. - Strong knowledge of automotive products, services, and industry terminology. - Excellent communication skills, both verbal and written. - Proficiency with CRM software and Microsoft Office Suite. - Ability to handle high-pressure situations with professionalism and empathy. - Strong analytical and problem-solving abilities. Bonus Points If You Have: - Experience working in a hybrid or remote work environment. - Familiarity with automotive warranty and service processes. - Bilingual skills, especially Spanish. - Certification in customer service or related fields. What We Offer: - We offer competitive salary and comprehensive benefits package. - 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. - We offer employee recognition programs and wellness 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!