Customer Care Representative Marketing

2 months ago

Dearborn, United States Percepta Full time

Job Description **Requisition Title**

: Customer Care Representative Marketing ( 036FY ) * Customer Service Representatives may be assigned to specialize but will be cross trained to support the functions of all three programs. Business Analysts will be responsible to:

* Timely, accurately and professionally respond to customer inquiries

* Utilize available resources to respond to customer inquiries

* Provide inbound helpdesk support for dealer and region employees on various issues including:

* User Access, Promotion Information, Site Navigation, System errors and performance, Budget and Billing, Returned Mail, order status, Reporting and Dealer List Uploads.

* Website Assistance to Dealers and Field Personnel.

* Dealer Enrollment Process

* Reviewing Dealer Parts Statements

* Dealer / Buy Sell / Terminations

* Data Corrections

* Process Program cancellation requests

* Collateral ordering support

* Perform Outbound Call Services to support various functions including: Verification Calls, Courtesy Calls, respond to inquiries, Special Requests, Enforcement Date Calls, Incomplete and Cancellation Confirmation Calls.

* Determines the appropriate route for escalating complex issues based on the type of expertise required.

* Follows up with the customer if required, to ensure the resolution of the problem.

* Support non-call functions including: Record Maintenance, Approvals, Emails, Faxes and Reporting.

* Handle various administrative responsibilities as needed.

* Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.

* Document all actions in the appropriate call tracking system

* Communicate professionally, clearly and grammatically correct to customer inquiries and concerns; educate the customer on client products and services.

* Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.

* Communicate customer service problem to Team Leader when necessary.

* Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.

* Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies.

* Performs additional responsibilities or projects as assigned.

* Six (6) months of customer service/sales experience in a contact center operations environment desired.

* Experience with Customer Contact system desired.

* Understanding of dealership operations and processes are desired.

* Microsoft Office (Word, Excel, Outlook)

**About Percepta**

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. **Competitive Compensation** we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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