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    Customer Care Representative 2 - Melbourne, United States - Navy Times

    Navy Times
    Navy Times Melbourne, United States

    1 week ago

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    Description

    Location: US-FL-Melbourne Posted: 03/04/2022 Closing: 04/03/2022 Degree: High School Type: Full-Time Experience: Not Specified At Percepta, we bring first-class service across each market we support. As a ***Customer Care Representative 2*** in ***Melbourne Florida***, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

    The Customer Care Representative works under the direct supervision of the Team Leader and is responsible for providing a timely and professional service in response to a wide variety of inquiries including Over the Air customers and concerns by using available resources to our US retail customers and dealers.

    The CCR will learn and execute the complete call handling process, meet expected customer service levels, support business performance goals of the program by providing a full range customer service experience, and answer regular customer inquiries and concerns via telephone.

    High School Diploma or equivalent

    6 months Customer Service experience required

    Previous experience supporting customers through phone preferred

    Experience or interest in working with technology is preferred

    Experience with customer contact systems

    Adaptability and flexibility to work within different channels within the program as needed

    Solid computer skills, internet savvy, and experience using CRM software

    Ability to type and speak at the same time

    Strong problem solving, troubleshooting experience, resolving technical problems from start to finish

    Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization

    Experience working in the automotive or wireless telecommunications industry is an asset

    Strong customer service skills

    Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology

    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

    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.

    Communicate professional, grammatically correct verbal and written responses to customer inquiries and concerns; educate the customer on client products and services.

    Understand 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.

    Act as a liaison between customers and dealerships, providing excellent service to both by following up and being organized and knowledgeable.

    Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.

    Ensure that all customer contacts are properly logged into FMC360, the CRCs contact system, to allow for an accurate historical view of customers 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 applications, such as FMC360, EyeQ, Intranet, AAF, Search engine, etc.

    Follow-up with the customer if required, to ensure the full resolution of the problem.

    Employs customer satisfaction (e. g. AWA) tools according to guidelines.

    Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Team Leader informed of any issues as they arise.

    Attend team meetings, pep sessions, focus groups, and training sessions as scheduled.

    Provides recommendations to Team Leader 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.

    Customer Care Representative 2 - Percepta

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