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Customer Support Specialist 2

2 months ago

Melbourne, Florida, United States Percepta Full time

Customer Support Specialist 2

At Percepta, we pride ourselves on delivering exceptional service across all markets we serve. As a Customer Support Specialist 2, you will play a crucial role in crafting and providing outstanding customer experiences while enjoying the benefits of being part of a distinctive workplace culture.

Key Responsibilities

  • The Customer Support Specialist operates under the direct guidance of the Team Leader, responsible for delivering timely and professional assistance in response to a diverse range of customer inquiries and concerns by utilizing available resources for our retail clients and partners.
  • The Specialist will master the complete call handling process, achieve expected service levels, support business performance objectives by offering a comprehensive customer service experience, and address routine customer inquiries and issues via phone.

Qualifications

  • High School Diploma or equivalent required.
  • A minimum of 6 months of experience in Customer Service is essential.
  • Prior experience assisting customers over the phone is preferred.
  • Interest or experience in technology is advantageous.
  • Familiarity with customer contact systems is beneficial.
  • Ability to adapt and work flexibly across various channels as needed.
  • Strong computer skills, internet proficiency, and experience with CRM software.
  • Ability to type and communicate simultaneously.
  • Proficient problem-solving and troubleshooting skills, capable of resolving technical issues from start to finish.
  • Exceptional verbal and written communication skills, demonstrating professionalism with customers and all organizational levels.
  • Experience in the automotive or wireless telecommunications sectors is a plus.
  • Strong customer service aptitude.
  • Familiarity with electronic devices and computers, along with a willingness to learn new technologies quickly.
  • Ability to guide and educate customers in an understandable manner, showing patience in resolving technical issues with non-technical users.
  • Quick learner with a desire to acquire new skills and techniques.
  • Highly organized, detail-oriented, and capable of thriving in a fast-paced, dynamic environment.
  • Strong team collaboration skills, able to work effectively within a close-knit team, self-sufficient, resourceful, and capable of working with minimal supervision.

What to Expect

  • Starting hourly wage of $15.00.
  • Flexible working hours across various shifts.
  • Comprehensive Health/Dental/Vision/Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) plan with company matching.
  • Paid Vacation/Sick Time and Holidays.
  • Tuition Reimbursement program.
  • Employee Assistance Program.
  • Employee Discount offerings.
  • Training and Development opportunities (Percepta College).
  • Employee Rewards Program (Perci Perks).

Additional Insights into Your Role

  • Efficiently processes and resolves customer inquiries, concerns, or technical questions, determining appropriate actions based on available resources and documentation to ensure high service levels and excellent customer satisfaction.
  • Communicates clear, grammatically correct verbal and written responses to customer inquiries; educates customers about products and services.
  • Utilizes technology, scripts, and product knowledge effectively, actively listening to customers while guiding them through the process in a professional manner.
  • Acts as a liaison between customers and service providers, ensuring excellent service delivery by maintaining organization and knowledge.
  • Handles challenging customer issues positively and professionally, striving to avoid escalation.
  • Ensures all customer interactions are accurately logged for a comprehensive historical view of customer contacts; manages follow-up and documentation diligently.
  • Utilizes additional resources, including diagnostic tools and manuals, to find solutions for various issues.
  • Becomes proficient in desktop applications relevant to the role.
  • Follows up with customers as necessary to ensure complete resolution of issues.
  • Employs customer satisfaction tools according to established guidelines.
  • Suggests improvements to departmental policies and procedures to enhance customer support services.
  • Participates in team meetings and training sessions as scheduled.
  • Maintains up-to-date product knowledge and remains informed about industry trends and technologies.
  • Supports operational processes aimed at enhancing employee retention, productivity, and customer satisfaction.
  • Recommends marketing offers to customers during service interactions.
  • Completes additional projects and assignments as directed.

About Percepta

Founded in 2000, Percepta operates contact centers globally, delivering seamless customer experiences to our clients. Our core values are integral to our organization, guiding our actions and interactions daily. As a member of the Percepta team, you can expect:

Service Culture - to be treated with the same respect and care as our customers from day one.

Team Collaboration - to belong to a supportive team environment that promotes growth, trust, and open communication.

Respect - to work with a team that values accountability and dependability.

Proactivity - to engage with solution-oriented individuals who strive for continuous improvement.

Career Development - to have numerous learning opportunities for personal and professional growth.

Diversity - to be part of a diverse, community-focused organization that values enjoyment in the workplace.

Competitive Compensation - to receive more than just competitive wages and benefits, with programs that support overall wellness.

Percepta is an Equal Opportunity Employer.