At Percepta, we bring first-class service across each market we support. As a Concierge Customer Service Representative working from home in Asheville, NC, 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 Do you have a passion for service and helping others? Our Concierge Specialists provide customized, easy, effortless experiences to some of the most beloved automobile brands in the world. We support luxury customers by creating relationships based on understanding customer needs, concerns, lifestyle, and preferences. In this role, team members are empowered to make decisions and think creatively - whatever is needed to drive customer loyalty. During a Typical Day, You'll• Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers. Promptly process and answer/resolve customer inquiries, concerns or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. Understand the use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner. Provide recommendations to leadership regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues. Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products, and technologies. Partner with other vendors as necessary for troubleshooting and resolution. Research and resolve billing or payment issues. Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts manage follow-up log and audit documentation of customer files. Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed keep the Supervisor informed of any issues as they arise. Attend team meetings, 1 on 1s, focus groups, and training sessions as scheduled. Handle additional projects and assignments as needed and fit individual skillset. What You Bring to the Role A High School Diploma (required); an associate or Bachelor's degree (preferred) Four (4) years of experience in training, public relations, sales, marketing, or customer service Experience with customer contact systems Must live within a commutable distance of Asheville, NC. What You Can Expect Starting pay rate of $17.50 per hour 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 Strong customer service skills Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology Solid computer skills, internet-savvy, and experience using CRM software About Percepta Established in 2000 as a joint venture with TTEC, 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, breathe, and play by them daily. 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 the value of 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. LI-Hybrid
10/14/2025
Full time
At Percepta, we bring first-class service across each market we support. As a Concierge Customer Service Representative working from home in Asheville, NC, 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 Do you have a passion for service and helping others? Our Concierge Specialists provide customized, easy, effortless experiences to some of the most beloved automobile brands in the world. We support luxury customers by creating relationships based on understanding customer needs, concerns, lifestyle, and preferences. In this role, team members are empowered to make decisions and think creatively - whatever is needed to drive customer loyalty. During a Typical Day, You'll• Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers. Promptly process and answer/resolve customer inquiries, concerns or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. Understand the use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner. Provide recommendations to leadership regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues. Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products, and technologies. Partner with other vendors as necessary for troubleshooting and resolution. Research and resolve billing or payment issues. Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts manage follow-up log and audit documentation of customer files. Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed keep the Supervisor informed of any issues as they arise. Attend team meetings, 1 on 1s, focus groups, and training sessions as scheduled. Handle additional projects and assignments as needed and fit individual skillset. What You Bring to the Role A High School Diploma (required); an associate or Bachelor's degree (preferred) Four (4) years of experience in training, public relations, sales, marketing, or customer service Experience with customer contact systems Must live within a commutable distance of Asheville, NC. What You Can Expect Starting pay rate of $17.50 per hour 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 Strong customer service skills Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology Solid computer skills, internet-savvy, and experience using CRM software About Percepta Established in 2000 as a joint venture with TTEC, 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, breathe, and play by them daily. 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 the value of 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. LI-Hybrid
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative working on-site in Melbourne, Florida, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Customer Relationship Center (CRC) Customer Service Representative is responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources. During a Typical Day, You'll Promptly process and answer, and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved. Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services. Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns. Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner. Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable. Master desktop applications, such as the client CRM, Intranet, Company Search engine, Warranty, and Policy Manuals, etc. Ensure that all customer contacts are properly documented in the client's CRM, to allow for an accurate historical view of customers' contacts with the CRC; Manage follow-up Log and audit documentation of customer files. Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, and customer issues. Handle difficult customer issues and avoid escalation whenever possible, positively and professionally. Liaise with various CRC departments, i.e., Research, etc. Attend team meetings, pep sessions, focus groups, and training sessions as scheduled. Work on activities and/or projects as requested by the Team Leader. Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes. Relay customer service problems to the Team Leader when necessary. Support the operation through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. Suggest marketing offers to customers during service calls. What You Bring to the Role A high school diploma or GED is required A minimum of one year of experience in customer service and/or sales is preferred Prior knowledge/experience in the automotive industry is a plus Strong written and oral communication skills with all levels of the organization Strong customer service, interpersonal, and relationship-building skills Strong multi-tasking skills Strong organizational, time management, planning, and problem-solving skills Strong team-building skills, self-sufficient, resourceful, and works well with minimal supervision The ability to demonstrate a high degree of professionalism Working knowledge of computers Experience with FMC360 or Customer Contact systems is an asset What You Can Expect Starting pay rate of $15.00 per hour 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) Award-winning Employee Rewards Program (Perci Perks) Hours of Operation currently: 8:00 AM -11:00 PM Monday-Friday, Saturday 8:00 AM - 8:00 PM. An 8-hour shift would fall somewhere in between for a 40-hour workweek. A Bit More About Your Role You will also be responsible for learning and executing all applicable call handling processes per the approved processes. Additionally, you will be responsible for meeting expected customer service levels and supporting business performance goals of the CRC by providing a full range of customer service, answering regular customer inquiries and concerns via multiple channels (telephone, correspondence, and email). Customer inquiries may include, but are not limited to, questions/concerns around the following: in-vehicle technology system use and troubleshooting, vehicle concerns inside and outside of warranty, mobile phone application support and troubleshooting, brand inquiries, vehicle specification inquiries, owner account inquiries, and basic vehicle feature utilization inquiries and concerns. Where appropriate, you will assist in facilitating customer/dealer communication while advocating on the customer's and the company's behalf. You will continuously look for ways to add value to the customer experience and promote brand loyalty. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
10/14/2025
Full time
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative working on-site in Melbourne, Florida, you'll become part of a community that values your success, supports your career growth, and celebrates your contributions. What You'll Be Doing The Customer Relationship Center (CRC) Customer Service Representative is responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources. During a Typical Day, You'll Promptly process and answer, and/or resolve customer inquiries and concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools, and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved. Communicate professional, grammatically correct verbal responses to customer inquiries and concerns; educate the customer on client products and services. Place outbound calls to customers and dealers (when necessary) to understand the needs of the customer and respond to customer inquiries and concerns. Actively listen to the consumer providing answers, while controlling the call to lead the consumer in an efficient, professional manner. Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable. Master desktop applications, such as the client CRM, Intranet, Company Search engine, Warranty, and Policy Manuals, etc. Ensure that all customer contacts are properly documented in the client's CRM, to allow for an accurate historical view of customers' contacts with the CRC; Manage follow-up Log and audit documentation of customer files. Communicate the resolution of inquiries to customers via outbound calls, based on defined inbound procedures, and customer issues. Handle difficult customer issues and avoid escalation whenever possible, positively and professionally. Liaise with various CRC departments, i.e., Research, etc. Attend team meetings, pep sessions, focus groups, and training sessions as scheduled. Work on activities and/or projects as requested by the Team Leader. Identify and relay to the Team Leader areas for improvement within the inquiry and concern resolution processes. Relay customer service problems to the Team Leader when necessary. Support the operation through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. Suggest marketing offers to customers during service calls. What You Bring to the Role A high school diploma or GED is required A minimum of one year of experience in customer service and/or sales is preferred Prior knowledge/experience in the automotive industry is a plus Strong written and oral communication skills with all levels of the organization Strong customer service, interpersonal, and relationship-building skills Strong multi-tasking skills Strong organizational, time management, planning, and problem-solving skills Strong team-building skills, self-sufficient, resourceful, and works well with minimal supervision The ability to demonstrate a high degree of professionalism Working knowledge of computers Experience with FMC360 or Customer Contact systems is an asset What You Can Expect Starting pay rate of $15.00 per hour 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) Award-winning Employee Rewards Program (Perci Perks) Hours of Operation currently: 8:00 AM -11:00 PM Monday-Friday, Saturday 8:00 AM - 8:00 PM. An 8-hour shift would fall somewhere in between for a 40-hour workweek. A Bit More About Your Role You will also be responsible for learning and executing all applicable call handling processes per the approved processes. Additionally, you will be responsible for meeting expected customer service levels and supporting business performance goals of the CRC by providing a full range of customer service, answering regular customer inquiries and concerns via multiple channels (telephone, correspondence, and email). Customer inquiries may include, but are not limited to, questions/concerns around the following: in-vehicle technology system use and troubleshooting, vehicle concerns inside and outside of warranty, mobile phone application support and troubleshooting, brand inquiries, vehicle specification inquiries, owner account inquiries, and basic vehicle feature utilization inquiries and concerns. Where appropriate, you will assist in facilitating customer/dealer communication while advocating on the customer's and the company's behalf. You will continuously look for ways to add value to the customer experience and promote brand loyalty. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
At Percepta, we bring first-class service across each market we support. As a Spanish Bilingual Customer Service Representative in Dearborn, MI, specializing in the automotive industry, you'll be 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 Customer Service Representative builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. During a Typical Day, You'll • Provide an exceptional member experience in every interaction. • Provide insightful advice and direct support to members in need. Diagnosis of issues and provide resolution with teaching and guidance. • Partner with legacy app owners for troubleshooting and resolution. • Research and resolve billing or payment issues. • Own the member experience from the very beginning to the end, making decisions on whether to escalate or how to address issues, so the member is delighted and eager to continue to utilize the program. • Identify and present out of the box ideas and changes to other members of the team that will ensure this program is second to none. What You Bring to the Role • High school diploma required; Associate or bachelor's degree is a plus. • 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing • A passion for exceptional customer service, the automotive Industry, and cutting-edge technology • Excellent communication skills - both verbal and written • Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends. What You Can Expect • Pay rate of $20 per hour $2 Language Premium • 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 In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted. About Percepta Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
10/14/2025
Full time
At Percepta, we bring first-class service across each market we support. As a Spanish Bilingual Customer Service Representative in Dearborn, MI, specializing in the automotive industry, you'll be 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 Customer Service Representative builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. During a Typical Day, You'll • Provide an exceptional member experience in every interaction. • Provide insightful advice and direct support to members in need. Diagnosis of issues and provide resolution with teaching and guidance. • Partner with legacy app owners for troubleshooting and resolution. • Research and resolve billing or payment issues. • Own the member experience from the very beginning to the end, making decisions on whether to escalate or how to address issues, so the member is delighted and eager to continue to utilize the program. • Identify and present out of the box ideas and changes to other members of the team that will ensure this program is second to none. What You Bring to the Role • High school diploma required; Associate or bachelor's degree is a plus. • 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing • A passion for exceptional customer service, the automotive Industry, and cutting-edge technology • Excellent communication skills - both verbal and written • Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends. What You Can Expect • Pay rate of $20 per hour $2 Language Premium • 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 In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted. About Percepta Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
Consumer Marketing Consultant At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant in Melbourne, Florida, 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 Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Automotive Client Company general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Automotive Client vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience. The Consumer Marketing Consultant CMC is an agent role for the MPH Program Team. The CMC will provide customer support at various touchpoints throughout customer journey. This includes inquiries related to product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources. During a Typical Day, You'll Manage new and existing workload within the standard timeframe, as applicable to program standards. Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and/or client. Responsible for handling inbound customer concerns and inquiries in a timely manner. Maintain knowledge of functional areas and company policies and procedures through desk drops and reoccurring training. Educate the customer on client products and services. Multi - Channel communication with current or potential Customers by phone (inbound/outbound), email and/or chat in assisting customers with inquiries about client products and/or services. Explain services and special promotions to customers, while adhering to all guidelines and regulations. Assist customers experiencing technical issues, which may require use of escalation resources/processes in order to resolve issues and concerns. Provide customer support with various online tools. Utilize various resources to obtain relevant information for customer's inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference. Document every customer interaction, including follow up requirements and resolutions or outcomes, within the appropriate systems/applications. Assure that all customer contacts are properly logged into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the program. Required to meet specified goals associated with program metrics, as set by Operations Management, which include service levels, quality standards, customer satisfaction survey results, and overall productivity, while also following all policies, procedures, and controls. Provide feedback/recommendations to management concerning possible problems or areas of improvement. Knowledge, understanding, and compliance with Percepta policies and procedures; product information, content, resources, training, and systems along with all applicable Federal, State, and Local laws and regulations relating to job duties. Be receptive to feedback and coaching, as applicable and based upon set standards provided by Operations Management and Supervisors. Participate in projects, duties, and other tasks assigned by management. Strive to achieve 'world-class' customer service with each consumer. World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase and increasing brand awareness. What You Bring to the Role High School Diploma or GED, required 1-year previous experience in sales, marketing, customer service, or any combination thereof - required 1-year previous experience in contact center environment - required Knowledge and passion of the Automotive Industry and cutting-edge technology - preferred What You Can Expect Competitive Salary with Incentives 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 Problem-solving abilities for resolving basic to complex matters Ability to accurately type at a rate of 30 wpm required Genuine desire for interacting and building relationships. Exhibit excellent interpersonal, written, and oral communication skills. Present a professional and polished demeanor escorting the customer through their inquiries. Evidence of strong previous experience in marketing and/or customer service Ability to work in a team-fostered environment. Self-sufficient, resourceful and works well with minimal supervision Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Microsoft Excel and Word. Adaptable to a flexible schedule Strong Active Listening skills, accompanied by delivering effective probing questions Web-Navigation Skills in supporting and guiding customers Shift work, hours of operation - Monday through Friday 8am-8pm (EST) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
10/11/2025
Full time
Consumer Marketing Consultant At Percepta, we bring first-class service across each market we support. As a Consumer Marketing Consultant in Melbourne, Florida, 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 Marketing Program Headquarters (MPH) Program is the main contact center within the Melbourne Business Assistance Center (MLB BAC), which provides live agent support for inbound to customer inquiries related to current incentives, vehicle inquiries, campaign fulfillment, direct to consumer marketing programs, and other Automotive Client Company general requests. The main objective of the center is to positively influence the purchasing decisions of consumers by answering inquiries, educating consumers on Automotive Client vehicle competitive advantages and sales incentives, locating dealerships and vehicles, scheduling vehicle test drives and following up on their experience. The Consumer Marketing Consultant CMC is an agent role for the MPH Program Team. The CMC will provide customer support at various touchpoints throughout customer journey. This includes inquiries related to product requests, sales/marketing information, technical difficulties associated with the various points of the ownership experience, test drive scheduling, incentive eligibility, opt out / privacy preferences related to marketing communications, and inquiries regarding online consumer tools and resources. During a Typical Day, You'll Manage new and existing workload within the standard timeframe, as applicable to program standards. Research and resolve complex customer inquiries and concerns, which may require escalated handling in requesting assistance from various business partners and/or client. Responsible for handling inbound customer concerns and inquiries in a timely manner. Maintain knowledge of functional areas and company policies and procedures through desk drops and reoccurring training. Educate the customer on client products and services. Multi - Channel communication with current or potential Customers by phone (inbound/outbound), email and/or chat in assisting customers with inquiries about client products and/or services. Explain services and special promotions to customers, while adhering to all guidelines and regulations. Assist customers experiencing technical issues, which may require use of escalation resources/processes in order to resolve issues and concerns. Provide customer support with various online tools. Utilize various resources to obtain relevant information for customer's inquiry/concern in effort to provide clear and concise information along with educating customers on self-service options for future reference. Document every customer interaction, including follow up requirements and resolutions or outcomes, within the appropriate systems/applications. Assure that all customer contacts are properly logged into appropriate contact system, to allow for an accurate historical view of a customer's contacts with the program. Required to meet specified goals associated with program metrics, as set by Operations Management, which include service levels, quality standards, customer satisfaction survey results, and overall productivity, while also following all policies, procedures, and controls. Provide feedback/recommendations to management concerning possible problems or areas of improvement. Knowledge, understanding, and compliance with Percepta policies and procedures; product information, content, resources, training, and systems along with all applicable Federal, State, and Local laws and regulations relating to job duties. Be receptive to feedback and coaching, as applicable and based upon set standards provided by Operations Management and Supervisors. Participate in projects, duties, and other tasks assigned by management. Strive to achieve 'world-class' customer service with each consumer. World-class is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional thereby increasing the probability of a vehicle purchase and increasing brand awareness. What You Bring to the Role High School Diploma or GED, required 1-year previous experience in sales, marketing, customer service, or any combination thereof - required 1-year previous experience in contact center environment - required Knowledge and passion of the Automotive Industry and cutting-edge technology - preferred What You Can Expect Competitive Salary with Incentives 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 Problem-solving abilities for resolving basic to complex matters Ability to accurately type at a rate of 30 wpm required Genuine desire for interacting and building relationships. Exhibit excellent interpersonal, written, and oral communication skills. Present a professional and polished demeanor escorting the customer through their inquiries. Evidence of strong previous experience in marketing and/or customer service Ability to work in a team-fostered environment. Self-sufficient, resourceful and works well with minimal supervision Intermediate computer skills such as Web Browsing, Email (including Microsoft Outlook), Microsoft Excel and Word. Adaptable to a flexible schedule Strong Active Listening skills, accompanied by delivering effective probing questions Web-Navigation Skills in supporting and guiding customers Shift work, hours of operation - Monday through Friday 8am-8pm (EST) About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
At Percepta, we bring first-class service across each market we support. As an Outbound Contact Specialist in Melbourne, Florida, 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 In this role, an Outbound Contact Specialist will contact customers by making outbound calls. The Outbound Contact Specialist will follow initial scripts when first engaging with the customer to advise of some of the different programs, tools, and opportunities offered by the brand. The Outbound Contact Specialist will address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure the customer's questions are handled appropriately. Excellent customer service skills and solid problem-solving abilities are essential for success in this role. Customer interaction will be accomplished through a combination of outbound phone, email, and SMS messaging. The Outbound Contact Specialists are responsible for meeting expected customer service and client objectives. During a Typical Day, You'll Provide exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach. Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered. Act as a resource for product knowledge and service support Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner Exhibit strong follow-up and organizational skills, in both verbal and written communication Responsible for handling customers' questions/concerns by answering customers' questions or transferring them to the appropriate team to handle customers' concerns When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle. Ability to reach specified production and performance expectations 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 Take part in training and other learning opportunities to expand knowledge of the company and position Adhere to all company policies and procedures Other duties as assigned What You Bring to the Role •High School Diploma required; associate or bachelor's degree preferred •Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus •Knowledge of the automotive industry a plus •Strong verbal and written communication skills •Goal oriented •Detailed listening skills •Strong customer service, interpersonal and relationship-building skills •Time management and ability to prioritize projects and customer needs •Portray a welcoming and hospitable demeanor through the use of professionalism in language •Conflict resolution skills - listen to the customer •Excellent English language, oral and written, with grammatical knowledge and etiquette. •Ability to sway the opinion of others through verbal and/or written correspondence •Ability to work calmly •Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation •Use of technology for product education •Ability to work through multiple computer screens •Typing Skills - ability to listen and capture information at the same time •Knowledgeable in MS Office, Email, Texting •Experience with Microsoft Dynamics (Customer Contact system) an asset Other •Must be able to interact with all internal and external departments and contacts •Must represent Percepta and our clients brand professionally with all customers and external organizations and contacts What You Can Expect •Pay rate of $15.00 per hour •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 This position is hybrid remote after onsite training in Melbourne, Florida. Must reside in the Melbourne, Florida area. Hours of operation: Tuesday-Saturday: 9:00 am - 5:30 pm EST About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
10/10/2025
Full time
At Percepta, we bring first-class service across each market we support. As an Outbound Contact Specialist in Melbourne, Florida, 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 In this role, an Outbound Contact Specialist will contact customers by making outbound calls. The Outbound Contact Specialist will follow initial scripts when first engaging with the customer to advise of some of the different programs, tools, and opportunities offered by the brand. The Outbound Contact Specialist will address a range of questions by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure the customer's questions are handled appropriately. Excellent customer service skills and solid problem-solving abilities are essential for success in this role. Customer interaction will be accomplished through a combination of outbound phone, email, and SMS messaging. The Outbound Contact Specialists are responsible for meeting expected customer service and client objectives. During a Typical Day, You'll Provide exceptional customer experience with a focus on building a relationship of trust and enthusiasm when making initial contact with the customer during the outreach. Provide information about the tools and programs that are available to the customer and assist customers with the utilization of those tools and programs offered. Act as a resource for product knowledge and service support Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner Exhibit strong follow-up and organizational skills, in both verbal and written communication Responsible for handling customers' questions/concerns by answering customers' questions or transferring them to the appropriate team to handle customers' concerns When necessary, route the customer to the appropriate department for assistance to resolve customer issues or concerns they may have with their vehicle. Ability to reach specified production and performance expectations 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 Take part in training and other learning opportunities to expand knowledge of the company and position Adhere to all company policies and procedures Other duties as assigned What You Bring to the Role •High School Diploma required; associate or bachelor's degree preferred •Customer Relations Contact Center, Outbound Sales, and hospitality industry a plus •Knowledge of the automotive industry a plus •Strong verbal and written communication skills •Goal oriented •Detailed listening skills •Strong customer service, interpersonal and relationship-building skills •Time management and ability to prioritize projects and customer needs •Portray a welcoming and hospitable demeanor through the use of professionalism in language •Conflict resolution skills - listen to the customer •Excellent English language, oral and written, with grammatical knowledge and etiquette. •Ability to sway the opinion of others through verbal and/or written correspondence •Ability to work calmly •Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation •Use of technology for product education •Ability to work through multiple computer screens •Typing Skills - ability to listen and capture information at the same time •Knowledgeable in MS Office, Email, Texting •Experience with Microsoft Dynamics (Customer Contact system) an asset Other •Must be able to interact with all internal and external departments and contacts •Must represent Percepta and our clients brand professionally with all customers and external organizations and contacts What You Can Expect •Pay rate of $15.00 per hour •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 This position is hybrid remote after onsite training in Melbourne, Florida. Must reside in the Melbourne, Florida area. Hours of operation: Tuesday-Saturday: 9:00 am - 5:30 pm EST About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
Assistant Customer Operations Manager At Percepta, we bring first-class service across each market we support. As an Assistant Customer Operations Manager in Melbourne, FL, 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 Assistant Customer Operations Manager (ACOM) will work under the direction of the Client Operations Manager (COM) to support the Lincoln Concierge Team (14-16) Concierge Service Managers). The ACOM will be primarily responsible for handling supervisor escalations and providing Quality Assurance monitoring and coaching for Concierge Service Managers. The ACOM will also be required to provide fill-in support as an acting CSM as dictated by staffing needs. The ACOM will assist the COM in leading the team to deliver exceptional Client and Dealer support. In the absence of the COM, the ACOM will assume responsibility for the overall operation of the team. The position requires the ability to lead a team to deliver high satisfaction. During a Typical Day, You'll • Handle supervisor calls while delivering superior customer and dealer satisfacation. • Monitor call for quality assurance • Manage the floor and field questions from the Concierge. • Complete role plays and interviews for hiring • Assist COM in identifying trends for an individual that could result in CA. • Do case reviews on agents and work with COM on building the agent up. • Monitor current trends per COM direction and report back • Monitor the queue to ensure agents availability to support Service and Concierge contacts • Deliver quality monitoring coach-backs to CSM. • Participate in QA calibration sessions • Mentor CSM's by sharing program knowledge, experience, and skills and abilities to improve individual and team performance. • Facilitate Team meetings and attend staff meetings as needed. • Review individual CSM performance metrics (monthly) and work with COM to develop improvement action plans • Work with COM to ensure delivery and understanding of Scorecards and Individual Training Plans. • Meet on a regular basis with COM to review individual and team performance • Maintain working files for each CSM. • Track CSM attendance and vacation schedules to ensure adequate coverage based on COM direction. • Work independently while maintaining the highest degree of confidentiality. • Lead by example to create a positive work environment that drives team performance. • Demonstrate leadership that drives employee retention, high productivity and customer satisfaction. • Serve as a role model for excellent Client handling and promote a culture of Dealer and Client loyalty. • Promote and foster a continuous improvement culture within the organization. What You Bring to the Role • Bachelor's degree preferred, or equivalent related experience • Minimum of 1 year in a preferred CRC role (Tier I TL, Tier II CSM, or Tier III Specialist) • Previous experience leading a team to deliver high customer and employee satisfaction. • Strong customer service background and experience. • Case management expertise and an understanding of Dealership sales and service operations is required • Automotive OEM and/or Automotive Dealership experience preferred. • Senior CSM Certification preferred • CSM mentoring experience a plus • Leadership Skills: o Ability to lead a team o Strong interpersonal skills including the ability to provide effective one on one coaching o Good judgment in problem resolution o Ability to create a supportive and conducive adult learning environment o Ability to drive employee satisfaction o Demonstrate professionalism • Excellent oral and written communication skills. • Strong computer skills - Experience with EXCEL, E-Mail and WORD required. • Strong analytical skills including ability to interpret performance reports to identify trends • Strong organizational, time management and problem-solving skills including ability to multi task. • Vehicle technical competence and experience an asset. • Knowledge ofFMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset What You Can Expect • Competitive Salary with Incentives • 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 Percepta provides the equipment for this role. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
10/10/2025
Full time
Assistant Customer Operations Manager At Percepta, we bring first-class service across each market we support. As an Assistant Customer Operations Manager in Melbourne, FL, 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 Assistant Customer Operations Manager (ACOM) will work under the direction of the Client Operations Manager (COM) to support the Lincoln Concierge Team (14-16) Concierge Service Managers). The ACOM will be primarily responsible for handling supervisor escalations and providing Quality Assurance monitoring and coaching for Concierge Service Managers. The ACOM will also be required to provide fill-in support as an acting CSM as dictated by staffing needs. The ACOM will assist the COM in leading the team to deliver exceptional Client and Dealer support. In the absence of the COM, the ACOM will assume responsibility for the overall operation of the team. The position requires the ability to lead a team to deliver high satisfaction. During a Typical Day, You'll • Handle supervisor calls while delivering superior customer and dealer satisfacation. • Monitor call for quality assurance • Manage the floor and field questions from the Concierge. • Complete role plays and interviews for hiring • Assist COM in identifying trends for an individual that could result in CA. • Do case reviews on agents and work with COM on building the agent up. • Monitor current trends per COM direction and report back • Monitor the queue to ensure agents availability to support Service and Concierge contacts • Deliver quality monitoring coach-backs to CSM. • Participate in QA calibration sessions • Mentor CSM's by sharing program knowledge, experience, and skills and abilities to improve individual and team performance. • Facilitate Team meetings and attend staff meetings as needed. • Review individual CSM performance metrics (monthly) and work with COM to develop improvement action plans • Work with COM to ensure delivery and understanding of Scorecards and Individual Training Plans. • Meet on a regular basis with COM to review individual and team performance • Maintain working files for each CSM. • Track CSM attendance and vacation schedules to ensure adequate coverage based on COM direction. • Work independently while maintaining the highest degree of confidentiality. • Lead by example to create a positive work environment that drives team performance. • Demonstrate leadership that drives employee retention, high productivity and customer satisfaction. • Serve as a role model for excellent Client handling and promote a culture of Dealer and Client loyalty. • Promote and foster a continuous improvement culture within the organization. What You Bring to the Role • Bachelor's degree preferred, or equivalent related experience • Minimum of 1 year in a preferred CRC role (Tier I TL, Tier II CSM, or Tier III Specialist) • Previous experience leading a team to deliver high customer and employee satisfaction. • Strong customer service background and experience. • Case management expertise and an understanding of Dealership sales and service operations is required • Automotive OEM and/or Automotive Dealership experience preferred. • Senior CSM Certification preferred • CSM mentoring experience a plus • Leadership Skills: o Ability to lead a team o Strong interpersonal skills including the ability to provide effective one on one coaching o Good judgment in problem resolution o Ability to create a supportive and conducive adult learning environment o Ability to drive employee satisfaction o Demonstrate professionalism • Excellent oral and written communication skills. • Strong computer skills - Experience with EXCEL, E-Mail and WORD required. • Strong analytical skills including ability to interpret performance reports to identify trends • Strong organizational, time management and problem-solving skills including ability to multi task. • Vehicle technical competence and experience an asset. • Knowledge ofFMC360, Siebel, VCTS, AWS, eTracker, Who's On an asset What You Can Expect • Competitive Salary with Incentives • 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 Percepta provides the equipment for this role. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo Frontline Support Representative in Mahwah, NJ, 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 Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always. During a Typical Day, You'll •Coordinate towing and roadside assistance for Volvo car owners. •Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats •Navigate systems efficiently to provide accurate, timely, and courteous manner •Document and all customer interactions in the appropriate systems •Assist customers with product-related inquiries using all available resources •Take ownership of resolving customer issues within authority, ensuring customer satisfaction •Escalate complex issues to Tier 2 support or management when necessary What You Bring to the Role Education •High School diploma required, College degree a plus Experience •1-3 years of relevant call center/customer service work experience preferred Skills •Roadside dispatching or emergency response experience preferred •Ability to work both independently and as part of a team •Strong decision-making skills, using logic and intuition •Excellent organizational skills •Excellent communication skills, both written and verbal •Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed •Creative problem-solving and troubleshooting abilities •Speed and accuracy in typing What You Can Expect •Total of $21.00 per hour. •The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture. •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) Additional The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available. Seeking associates who are flexible between 6 am and 9 pm, 7 days a week, for a full-time 40 hour work week. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: •Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. •Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. •Leave it better - We take ownership and leave every process, person, and place better than we found it. •Win together - We succeed as one-celebrating, supporting, and showing up for each other. •Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
10/10/2025
Full time
At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo Frontline Support Representative in Mahwah, NJ, 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 Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always. During a Typical Day, You'll •Coordinate towing and roadside assistance for Volvo car owners. •Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats •Navigate systems efficiently to provide accurate, timely, and courteous manner •Document and all customer interactions in the appropriate systems •Assist customers with product-related inquiries using all available resources •Take ownership of resolving customer issues within authority, ensuring customer satisfaction •Escalate complex issues to Tier 2 support or management when necessary What You Bring to the Role Education •High School diploma required, College degree a plus Experience •1-3 years of relevant call center/customer service work experience preferred Skills •Roadside dispatching or emergency response experience preferred •Ability to work both independently and as part of a team •Strong decision-making skills, using logic and intuition •Excellent organizational skills •Excellent communication skills, both written and verbal •Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed •Creative problem-solving and troubleshooting abilities •Speed and accuracy in typing What You Can Expect •Total of $21.00 per hour. •The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture. •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) Additional The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available. Seeking associates who are flexible between 6 am and 9 pm, 7 days a week, for a full-time 40 hour work week. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: •Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. •Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. •Leave it better - We take ownership and leave every process, person, and place better than we found it. •Win together - We succeed as one-celebrating, supporting, and showing up for each other. •Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
At Percepta, we bring first-class service across each market we support. As a Account Lead in Dearborn, 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 Account Lead is directly responsible to manage the Account Business Relationship. This role will lead the Account Business Center and Operation Team who will provide premium customer support, knowledge and expertise to clients and assist them with managing their Fleets and the data around their Fleet Vehicles. Responsibilities may include sales support and participating in new business assessment and/or requirement gathering engagements. The Account Lead is responsible for developing and managing client account strategy and relationship to establish the Program into their Fleet Operations. During a Typical Day, You'll Build Customer relationship to exceed their needs and deliver additional Ford Pro product offerings as needed. Capable of effectively facilitating customer meetings and training sessions. Developing and executing detailed oriented project plans and deliverables. Complete training courses as directed by Operations and/or Training. Day to Day managing of Customers Accounts as the Single Point of Contact (SPOC) and Maintaining stellar relationship with Clients, Ford Pro Cross Functional Team Members and key stakeholders within Ford Mobility. Mange new customers onboarding needs, from contract signing to assistance with product education ensuring that customer metrics/targets are being achieved. Lead vehicle connectivity for customer to ensure fleet performance while maintaining the accurate fleet counts. Be the conduit of communication for the Ford Pro Business Center to Ford Pro Sales with onboarding steps. Escalate onboarding concerns and keeping the SAR Team up to date on the progression of Client Relationships. Provide Voice of the Customer Feedback on Ford Pro Products (functionality and customer's needs) to the Ford Pro Engineers and Development Team. Month end invoicing and billing support as needed. Monitor Contract Management reports in CRM and support resolutions. Maintain clear, concise files of appropriate documents What You Bring to the Role Education High school diploma required (Associates degree or college degree preferred) Experience 2 years of Operational management experience within a call center production environment strongly preferred. Experience with senior and executive level management communications and formal presentation delivery Previous experience focused on: o Fleet Management o Automotive Industry, Technology and Telematics Experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio) preferred. Skills Communication: Relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relations. Uses diplomacy and tact. Diffuses high-tension situations comfortably. Possesses strong ability to influence and exert tactful influence. Presents a professional and polished image. Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high-quality decisions based. upon a mixture of analysis, wisdom, experience and judgment. Problem solving skills, multi-tasker Excellent written, verbal and listening skills Ability to work well and build relationships with all levels of the organization Excellent organizational, time management and strong problem-solving skills Logical thinker Proven ability to work in a fast-paced environment, highly motivated, self-starter Works well independently and in a team environment, ability to identify business needs and effectively communicate needs to an IT organization Other Must effectively support varied time zones as required based on business need Hours of operation 8 am to 8 pm, Monday to Friday. Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
10/08/2025
Full time
At Percepta, we bring first-class service across each market we support. As a Account Lead in Dearborn, 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 Account Lead is directly responsible to manage the Account Business Relationship. This role will lead the Account Business Center and Operation Team who will provide premium customer support, knowledge and expertise to clients and assist them with managing their Fleets and the data around their Fleet Vehicles. Responsibilities may include sales support and participating in new business assessment and/or requirement gathering engagements. The Account Lead is responsible for developing and managing client account strategy and relationship to establish the Program into their Fleet Operations. During a Typical Day, You'll Build Customer relationship to exceed their needs and deliver additional Ford Pro product offerings as needed. Capable of effectively facilitating customer meetings and training sessions. Developing and executing detailed oriented project plans and deliverables. Complete training courses as directed by Operations and/or Training. Day to Day managing of Customers Accounts as the Single Point of Contact (SPOC) and Maintaining stellar relationship with Clients, Ford Pro Cross Functional Team Members and key stakeholders within Ford Mobility. Mange new customers onboarding needs, from contract signing to assistance with product education ensuring that customer metrics/targets are being achieved. Lead vehicle connectivity for customer to ensure fleet performance while maintaining the accurate fleet counts. Be the conduit of communication for the Ford Pro Business Center to Ford Pro Sales with onboarding steps. Escalate onboarding concerns and keeping the SAR Team up to date on the progression of Client Relationships. Provide Voice of the Customer Feedback on Ford Pro Products (functionality and customer's needs) to the Ford Pro Engineers and Development Team. Month end invoicing and billing support as needed. Monitor Contract Management reports in CRM and support resolutions. Maintain clear, concise files of appropriate documents What You Bring to the Role Education High school diploma required (Associates degree or college degree preferred) Experience 2 years of Operational management experience within a call center production environment strongly preferred. Experience with senior and executive level management communications and formal presentation delivery Previous experience focused on: o Fleet Management o Automotive Industry, Technology and Telematics Experience with project management and word processing software, spreadsheet and flowcharting applications (MS Project, MS Office, Excel and Visio) preferred. Skills Communication: Relates well to all types of people and possesses the ability to work across all levels of an organization. Builds constructive, trust based effective relations. Uses diplomacy and tact. Diffuses high-tension situations comfortably. Possesses strong ability to influence and exert tactful influence. Presents a professional and polished image. Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make both quick and high-quality decisions based. upon a mixture of analysis, wisdom, experience and judgment. Problem solving skills, multi-tasker Excellent written, verbal and listening skills Ability to work well and build relationships with all levels of the organization Excellent organizational, time management and strong problem-solving skills Logical thinker Proven ability to work in a fast-paced environment, highly motivated, self-starter Works well independently and in a team environment, ability to identify business needs and effectively communicate needs to an IT organization Other Must effectively support varied time zones as required based on business need Hours of operation 8 am to 8 pm, Monday to Friday. Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. Leave it better - We take ownership and leave every process, person, and place better than we found it. Win together - We succeed as one-celebrating, supporting, and showing up for each other. Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Tier 1 Volvo Frontline Support Representative in Mahwah, NJ, 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 Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always. During a Typical Day, You'll •Coordinate towing and roadside assistance for Volvo car owners. •Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats •Navigate systems efficiently to provide accurate, timely, and courteous manner •Document and all customer interactions in the appropriate systems •Assist customers with product-related inquiries using all available resources •Take ownership of resolving customer issues within authority, ensuring customer satisfaction •Escalate complex issues to Tier 2 support or management when necessary What You Bring to the Role Education •High School diploma required, College degree a plus Experience •1-3 years of relevant call center/customer service work experience preferred Skills •Bilingual in Spanish and English required - must pass assessments, written and oral. •Roadside dispatching or emergency response experience preferred •Ability to work both independently and as part of a team •Strong decision-making skills, using logic and intuition •Excellent organizational skills •Excellent communication skills, both written and verbal •Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed •Creative problem-solving and troubleshooting abilities •Speed and accuracy in typing What You Can Expect •Total of $23.00 per hour. Base pay of $21.00 per hour plus $2.00 per hour for the bilingual premium. •The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture. •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) Additional The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: •Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. •Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. •Leave it better - We take ownership and leave every process, person, and place better than we found it. •Win together - We succeed as one-celebrating, supporting, and showing up for each other. •Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
10/08/2025
Full time
At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Tier 1 Volvo Frontline Support Representative in Mahwah, NJ, 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 Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always. During a Typical Day, You'll •Coordinate towing and roadside assistance for Volvo car owners. •Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats •Navigate systems efficiently to provide accurate, timely, and courteous manner •Document and all customer interactions in the appropriate systems •Assist customers with product-related inquiries using all available resources •Take ownership of resolving customer issues within authority, ensuring customer satisfaction •Escalate complex issues to Tier 2 support or management when necessary What You Bring to the Role Education •High School diploma required, College degree a plus Experience •1-3 years of relevant call center/customer service work experience preferred Skills •Bilingual in Spanish and English required - must pass assessments, written and oral. •Roadside dispatching or emergency response experience preferred •Ability to work both independently and as part of a team •Strong decision-making skills, using logic and intuition •Excellent organizational skills •Excellent communication skills, both written and verbal •Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed •Creative problem-solving and troubleshooting abilities •Speed and accuracy in typing What You Can Expect •Total of $23.00 per hour. Base pay of $21.00 per hour plus $2.00 per hour for the bilingual premium. •The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture. •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) Additional The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: •Lead with humility - We listen first, lead with empathy, and stay grounded-so people and ideas have room to grow. •Service beyond self - We serve others-clients, customers, and teammates-with care and integrity in every interaction. •Leave it better - We take ownership and leave every process, person, and place better than we found it. •Win together - We succeed as one-celebrating, supporting, and showing up for each other. •Deliver remarkable - We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way. 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.
At Percepta, we bring first-class service across each market we support. As a fully remote Customer Service Representative (Bilingual French) based in the Allen Park, MI area, 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 Customer Service Representative builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. During a Typical Day, You'll Provide an exceptional member experience in every interaction. Provide insightful advice and direct support to members in need. Diagnosis of issues and provide resolution with teaching and guidance. Partner with legacy app owners for troubleshooting and resolution. Research and resolve billing or payment issues. Own the member experience from the very beginning to the end, making decisions on whether to escalate or how to address issues, so the member is delighted and eager to continue to utilize the program. Identify and present out-of-the-box ideas and changes to other members of the team that will ensure this program is second to none. What You Bring to the Role High school diploma required; Associate or bachelor's degree is a plus 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing Fluent in French and English (both written and verbal) A passion for exceptional customer service, the automotive industry, and cutting-edge technology Excellent communication skills - both verbal and written Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends. What You Can Expect Starting pay rate of $16.00 per hour; some positions may pay up to $20.00 per hour $2.00 per hour premium for the bilingual skill (based on experience and other factors) 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 In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted. About Percepta Established in 2000 as a joint venture with TTEC, 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, breathe, and play by them daily. 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 the value of 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. As a condition of employment, 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. 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.
10/08/2025
Full time
At Percepta, we bring first-class service across each market we support. As a fully remote Customer Service Representative (Bilingual French) based in the Allen Park, MI area, 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 Customer Service Representative builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. This unique program will provide the ability to connect with consumers through a social media application whether it is via phone, video chat, or online chat. During a Typical Day, You'll Provide an exceptional member experience in every interaction. Provide insightful advice and direct support to members in need. Diagnosis of issues and provide resolution with teaching and guidance. Partner with legacy app owners for troubleshooting and resolution. Research and resolve billing or payment issues. Own the member experience from the very beginning to the end, making decisions on whether to escalate or how to address issues, so the member is delighted and eager to continue to utilize the program. Identify and present out-of-the-box ideas and changes to other members of the team that will ensure this program is second to none. What You Bring to the Role High school diploma required; Associate or bachelor's degree is a plus 3 - 5 years of experience in customer service, training, public relations, public affairs, sales, or marketing Fluent in French and English (both written and verbal) A passion for exceptional customer service, the automotive industry, and cutting-edge technology Excellent communication skills - both verbal and written Savvy with the use of technology, software, and social media applications (Facebook, Twitter, Instagram, LinkedIn, Pinterest), while continuously keeping up with current technology trends. What You Can Expect Starting pay rate of $16.00 per hour; some positions may pay up to $20.00 per hour $2.00 per hour premium for the bilingual skill (based on experience and other factors) 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 In this role, you will act as a guide, teaching and guiding consumers through this savvy and innovative technological experience. Our goal is to provide an exceptional experience to our guests, to build a strong loyalty to the program. In this role, you will be focused on building relationships with members and providing an outstanding experience where they are delighted. About Percepta Established in 2000 as a joint venture with TTEC, 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, breathe, and play by them daily. 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 the value of 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. As a condition of employment, 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. 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.
Expect more than a job! Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Concierge Specialist and experience the satisfaction of being part of a unique culture. 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 and 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 include incentives and promote physical, mental, and financial wellness. Summary The Concierge Specialist works under the direct supervision of the Customer Operations Supervisor and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers. The Concierge Specialist will learn and execute the complete call handling process including regular customer inquiries and basic technology support. This position will also support our luxury customers by creating relationships based on understanding the customer's needs, concerns, lifestyle and preferences. This position works with customer to address sales, product knowledge, service issues, dealer information and recommendations to obtain resolutions. In this role, the Concierge Specialist is empowered to make decisions and think creatively using customer satisfaction tools to resolve concerns. Responsibilities Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. Understand use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner. Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner. Provide insightful advice and direct support to customers in need. Diagnose issues and provide resolution with teaching and guidance. Go above and beyond to think past what the customer is requesting, anticipating needs and wants based on information obtained to exceed every expectation. Partners with other vendors as necessary for troubleshooting and resolution. Researches and resolves billing or payment issues. Owns the customer experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the customer is delighted and eager to continue to utilize the program. Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer's contacts; manage follow-up log and audit documentation of customer files. Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. Master desktop systems and applications. Follow-up with the customer if required, to ensure the full resolution of the problem. Employs customer satisfaction tools according to guidelines. Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise. Attend team meetings, 1-1s, focus groups, and training sessions as scheduled. Provides recommendations to Supervisor regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues. Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies. Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. Suggest marketing offers to customers during service calls. Handle additional projects and assignments as directed including outbound call campaigns. Education High school diploma required; Associate or bachelor's degree preferred Experience 1-2 years' experience in training, public relations, sales, marketing or customer service Previous experience supporting customers through phone interaction preferred Experience or interest in working with technology is preferred Experience with customer contact systems is required Skills Strong customer service skills Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology Solid computer skills, internet savvy, and experience using CRM software Comfortable with social media including Twitter, Facebook, Instagram, LinkedIn, Pinterest Excellent communication skills, both verbal and written Spanish bilingual language skills preferred for some positions Adaptability and flexibility to work within different channels within the program as needed Ability to type and speak at the same time Strong problem solving, troubleshooting experience, resolving technical problems from start to finish Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers Experience working in the automotive or wireless telecommunications industry is an asset Ability to learn quickly and eagerness to learn new techniques and skills Highly organized, detail oriented, and able to thrive in a fast paced, changing environment Strong team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision Focus on Process and Business Improvement Other Must be able to interact with all internal and external departments and contacts Must represent Percepta professionally with all clients and external organizations and contacts
01/31/2021
Full time
Expect more than a job! Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Concierge Specialist and experience the satisfaction of being part of a unique culture. 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 and 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 include incentives and promote physical, mental, and financial wellness. Summary The Concierge Specialist works under the direct supervision of the Customer Operations Supervisor and is responsible for providing a timely and professional service in response to a wide variety of inquiries and concerns by using available resources to our US retail customers and dealers. The Concierge Specialist will learn and execute the complete call handling process including regular customer inquiries and basic technology support. This position will also support our luxury customers by creating relationships based on understanding the customer's needs, concerns, lifestyle and preferences. This position works with customer to address sales, product knowledge, service issues, dealer information and recommendations to obtain resolutions. In this role, the Concierge Specialist is empowered to make decisions and think creatively using customer satisfaction tools to resolve concerns. Responsibilities Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided. Understand use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner. Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner. Provide insightful advice and direct support to customers in need. Diagnose issues and provide resolution with teaching and guidance. Go above and beyond to think past what the customer is requesting, anticipating needs and wants based on information obtained to exceed every expectation. Partners with other vendors as necessary for troubleshooting and resolution. Researches and resolves billing or payment issues. Owns the customer experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the customer is delighted and eager to continue to utilize the program. Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer's contacts; manage follow-up log and audit documentation of customer files. Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues. Master desktop systems and applications. Follow-up with the customer if required, to ensure the full resolution of the problem. Employs customer satisfaction tools according to guidelines. Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise. Attend team meetings, 1-1s, focus groups, and training sessions as scheduled. Provides recommendations to Supervisor regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues. Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies. Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction. Suggest marketing offers to customers during service calls. Handle additional projects and assignments as directed including outbound call campaigns. Education High school diploma required; Associate or bachelor's degree preferred Experience 1-2 years' experience in training, public relations, sales, marketing or customer service Previous experience supporting customers through phone interaction preferred Experience or interest in working with technology is preferred Experience with customer contact systems is required Skills Strong customer service skills Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology Solid computer skills, internet savvy, and experience using CRM software Comfortable with social media including Twitter, Facebook, Instagram, LinkedIn, Pinterest Excellent communication skills, both verbal and written Spanish bilingual language skills preferred for some positions Adaptability and flexibility to work within different channels within the program as needed Ability to type and speak at the same time Strong problem solving, troubleshooting experience, resolving technical problems from start to finish Ability to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customers Experience working in the automotive or wireless telecommunications industry is an asset Ability to learn quickly and eagerness to learn new techniques and skills Highly organized, detail oriented, and able to thrive in a fast paced, changing environment Strong team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision Focus on Process and Business Improvement Other Must be able to interact with all internal and external departments and contacts Must represent Percepta professionally with all clients and external organizations and contacts
