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, fostering long-term relationships and driving client success. Our team is dedicated to innovation, collaboration, and supporting each member's 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 environment based 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 case details accurately and maintain comprehensive records for future reference. - You will communicate effectively with customers, providing clear updates and managing expectations. - You will analyze trends in escalations to recommend process improvements. - You will support training initiatives by sharing insights and best practices with team members. - You will maintain up-to-date knowledge of automotive products, services, and industry standards. - You will contribute to a positive team environment by demonstrating flexibility and a proactive attitude. 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 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 team in a hybrid work environment. - Detail-oriented with strong organizational skills to manage multiple cases simultaneously. Bonus Points If You Have: - Experience with automotive service processes and terminology. - Familiarity with quality assurance and compliance standards in customer service. - Bilingual abilities, especially in Spanish or French. - Previous experience in a hybrid or remote work setting. What We Offer: - We offer a competitive salary and comprehensive benefits package 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 diversity and teamwork. - 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!