Customer Service Phone and Chat Agent - Automotive Industry

Requisition Title

Description

Customer Service Phone and Chat Agent - Automotive Industry

Start Date - Candidate driven

Training - Full paid training and equipment provided

Work on-site in Livonia, MI. Candidates must live within a commutable distance to the office.

Pay Rate of $16. 50 per hour plus fantastic company benefits

Full-time, Permanent (40 hours a week)

Hours of Operation: Monday to Friday: 8 am to 9 pm.

At Percepta, we bring first-class service across each market we support. As a Phone and Chat Specialist - Automotive Industry in Livonia, MI, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing
The Phone and Chat Specialist is responsible for providing prompt, courteous, and accurate information to customer inquiries via Chat and Phone in placing orders for multiple programs supported by the client. This could include both Retail and Dealer Support

During a Typical Day, You'll

• Perform all responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
• Accurately respond to customer inquiries.
• Document customer contacts.
• Provide on-line support for applications.
• Utilize available resources to respond to external customer inquiries.
• Offer product alternatives.
• Escalate calls/chats.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Take on additional responsibilities and projects as needed.
• Participate in coaching and training opportunities, retaining and applying learning
• Maintain professional working relationships
• Complete additional tasks / projects as needed

What You Bring to the Role

• High School Diploma required. College degree preferred.
• 1+ years' previous call center/contact center experience is a must.
• At least 1 year of digital communication experience providing customer support in both chat and email channels
• Experience using CRM software is preferred

What You Can Expect

• Starting hourly rate of $16.50
• 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)

A Bit More About Your Role

• Must be available to work any shifts during business hours. Shifts can change based on business need.
• Employee will agree to computer and ISP test requirements
• Have a designated space to handle work responsibilities without any outside interference or distraction
• Training will be approximately the first 2-3 weeks from 9 am to 5:30 pm Monday to Friday.

• Due to Percepta's training policy, we will not honor time off for the first 90 days of employment.

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect - a team that is accountable, dependable, and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

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.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.