Customer Service Case Manager

4 days ago


Houston, Texas, United States Percepta Full time
Job Overview:
As a Bilingual Spanish Customer Service Case Manager at Percepta, you will be responsible for providing exceptional customer experiences by resolving customer concerns in a timely and professional manner. This role requires fluency in both English and Spanish, as well as strong communication and interpersonal skills.

About the Role:
This is an exciting opportunity to join a dynamic team that delivers frictionless customer experiences to clients across the globe. As a Customer Service Case Manager, you will be the single point of contact for customers, handling inbound calls, managing cases, and collaborating with internal stakeholders to resolve issues efficiently. Your ability to work calmly under pressure, exercise good service and business judgment, and provide excellent customer service will make you a valuable asset to our team.

Responsibilities:
- Provide exceptional customer service through inbound/outbound phone, email, and other correspondence
- Resolve customer concerns using available resources, including Dealers, Subject Matter Experts, Leadership, and Field Service Engineers
- Document all customer interactions and maintain accurate records
- Meet specified goals as set forth by management and contribute to positive results and growth

Requirements:
- Fluency in English and Spanish (both written and verbal)
- High school diploma required; Associate or bachelor's degree preferred
- Two (2) years of experience in a Customer Relations Contact Center or hospitality industry
- Excellent verbal and written communication skills
- Strong time management and prioritization skills
- Ability to work effectively in a team environment and provide support when needed

Benefits:
- Competitive hourly rate of $21.50, inclusive of base pay and bilingual premium
- Comprehensive benefits package, including health/dental/vision/life insurance, FSA, HSA, 401(k) with company match, vacation/sick time, paid holidays, tuition reimbursement, employee assistance program, employee discount program, training and development programs, and employee rewards program

What You Can Expect:
Percepta offers a supportive family team environment that encourages growth, fosters trust, and acknowledges the value in your contributions. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. Join us and discover a culture that treats you like the customer from day one.

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