At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Case Manager working on-site in Houston, TX, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.
Requirements
- Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
- Act as a resource for all product knowledge and service support
- Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
- Be responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
- Be responsible for handling emails
- Exhibit strong follow-up and organizational skills in both verbal and written communication
- Be responsible for resolving customer issues using all available resources, including dealers (i.e., Service Personnel, Subject Matter Experts (SMEs), Leadership, and Field Service Engineers)
- Return all email and voice mail messages promptly and follow up with customers and dealers as committed
- Be responsible for documenting all customer interactions
- Use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plans
- Meet specified goals as set forth by management
- Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
- Work as a team player – assist other team members when in need of support
- Perform other duties as assigned
- Handle Case Management, which includes: Practical application of time management is critical, as specialists will focus on handling cases from initial concern to resolution
Benefits
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k) with company match
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
