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 of customer interactions. - You will communicate effectively with customers to provide updates and ensure satisfaction. - 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 strong interpersonal skills and a customer-focused attitude. 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 verbal and written communication skills. - Proficiency with CRM software and Microsoft Office Suite. - Ability to work effectively in a hybrid work environment. - Strong organizational skills and attention to detail. Bonus Points If You Have: - Experience with automotive technical support or knowledge of vehicle systems. - Familiarity with quality assurance and compliance standards in the automotive sector. - Bilingual abilities or additional language skills. - Previous experience in a fast-paced call center or customer service 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 diversity. - We offer employee wellness programs and team-building activities. Ready to Apply? To join our 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!