Customer Service Representative

DescriptionAt Percepta, we bring first-class service across each market we support. As a Customer Service Representative (CSR) working onsite in Houston, TX , 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 DoingThe Customer Service Representative (CSR) will work with customers to earn and retain their loyalty by quickly and accurately addressing their inquiries. The CSR will successfully answer a range of inquiries related to product features, functionality, and related services by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and they end their contact with a positive view our client’s brand.During a Typical Day, You’ll

Promptly processes and answers and/or resolves customer inquiries and general questions, 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

Use soft skills training to establish rapport with the customer and be able to recognize both stated and unstated needs to make informed recommendations. While providing engaging customer service to matin customers brand trust within a dynamic call center environment

Utilize strong active listening skills to identify customers' issues and provide the correct path to resolution while reinforcing customers' understanding of their inquiry. Communicate professional, grammatically correct verbal responses to customer inquiries and general questions: Be proficient in several CRM and KBS tools and systems to seamlessly educate the customer on client’s products and services and advise of self-service options which can support callers on matters regarding the clients' site navigation that might be beneficial to them in the future

Deescalate calls as required while using key decision-making skills to discern when calls can be first call resolution or require additional investigation and assistance.

Understand the use of technology, scripts, and product knowledge - actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner

Ensure that all customer contacts are properly documented into the CRC’s CRM system to allow for an accurate historical view of customer’s contacts with the CRC

Use excellent problem-solving skills, determine the best course of action for Concern calls by either First Call Resolution (select call types) or warm transferring to the CXS queue

Liaise with various CRC departments, (i.e. Learning and Development, Training, Knowledge Base, etc.)

Attend team huddles, focus groups, and training sessions as scheduled

Work on activities and/or projects as requested by the Operations Supervisor

Identify and relay to the Operations Supervisor opportunities for improving the customer experience (e.g., process, technology, or training)

Relay customer service problems to Operations Supervisor when necessary

Work as a team player – assist other team members when in need of support.

Complete other duties as assigned

What You Bring to the Role

A high school diploma or GED required

One (1) year customer service experience

Experience in Customer Service, Hospitality, and Sales greatly preferred

Knowledge of the automotive, OEM, Dealer industries is a plus

High level of trust and integrity

Strong verbal and written communication skills

Detailed active listening and comprehension skills

Strong customer service, interpersonal and relationship building skills

Exercise good service and business judgment with the end goal of customer satisfaction

Excellent English language with grammatical knowledge and etiquette

Displays professionalism in demeanor, language, and appearance

Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation

Ability to work through multiple computer screens

Ability to work calmly under pressure

Ability to multitask while actively interacting with customers

Typing Skills (minimum 30 words per minute)

Knowledgeable in Microsoft Office, Email

Experience with Microsoft Dynamics (Customer Contact system) an asset

What You Can Expect

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 RoleThe CSR may take calls related to a concern that requires ongoing case management. In that event, the CSR will exhibit the appropriate empathy and warm transfer the call to a Customer Experience Specialist (CXS).The CSR is responsible for meeting expected customer service levels and achieving Customer Experience (CX) objectives relative to their after-call customer survey scores.About PerceptaEstablished in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:Culture of Service – to be treated like you are the customer from day oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – 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.#LI-OnsitePrimary Location: US-TX-HoustonReq ID: 03XG2