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 are committed to delivering award-winning services that enhance every stage of the customer journey, fostering long-term relationships and driving innovation. Our team thrives in a collaborative, supportive environment where your success is our priority. 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 Percepta’s reputation for excellence. 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 maintain up-to-date knowledge of automotive products, services, and industry standards. - You will assist in training and mentoring junior support staff. - You will contribute to a positive team environment by sharing insights and best practices. 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 knowledge of vehicle systems. - Familiarity with quality assurance and compliance standards in automotive customer service. - Bilingual abilities or additional language skills. - Previous experience in a mentoring or training role. What We Offer: - We offer a 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!