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Bilingual Spanish Customer Service Representative

Ttec

Melbourne, FL

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Business Practices, Business Processes, Business Support, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Desktop PC, Diversity, Documentation, Documentum Enterprise Content Management (ECM) System, Employee Retention, English Language, Focus Groups, Intranet, Marketing, Metrics, Multilingual, Needs Assessment, Operational Support, Operations Processes, Organizational Skills, Procedure Development, Profit & Loss, Resolve Customer Issues, Sales, Scripting (Scripting Languages), Search Engines, Service Delivery, Siebel, Spanish Language, Team Lead/Manager, Time Management
LOCATION
Melbourne, FL
POSTED
27 days ago
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Customer Service Representative (Bilingual Spanish) 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 DoingIn this role, you will be responsible for providing timely and professional customer service in response to inquiries and concerns by using available resources; responsible for learning and executing the complete call handling process.During a Typical Day, You’llProcess, 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.Provide professional, grammatically correct verbal responses to customer inquiries and concerns, and educate customers on our client's 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.Understand the use of technology, scripts, and product knowledge.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 Smartt Scripts, Siebel, Intranet, Documentum, Search engine, etc.Ensure that all customer contacts are properly logged into Siebel, the CRC’s contact system, 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, 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 operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.Suggest marketing offers to customers during service calls.Perform other duties as assigned.What You Bring to the RoleHigh school diploma or GED required.Fluent in Spanish and English, both written and verbalOne (1) year of customer service experience is preferredExperience in Customer Service and Sales is preferredWhat You Can ExpectPay rate of $17.00 per hour, inclusive of base pay of $15.00 per hour + $2.00 per hour premium for the bilingual Spanish skillHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)Traditional 401(k) PlanVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your RoleYou will be responsible for meeting expected customer service levels; supporting business performance goals of the Melbourne Customer Relationship Center by providing a full range of customer service; and answering regular customer inquiries and concerns via the telephone.About PerceptaEstablished 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.#LI-Onsite

About the Company

T

Ttec

We are a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. Learn more about our company values and how we support gender diversity, including through a leadership program that empowers the women of TTEC.
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
EMPLOYEE BENEFITS
Paid Sick Days, Parking, Performance Bonus, Prescription Drug Coverage, Professional Development, 401K, Employee Referral Program, Flexible Spending Accounts, Employee Events, Retirement / Pension Plans, Tuition Reimbursement, Work From Home, Game Rooms, Life Insurance, Merchandise Discounts, On Site Cafeteria
WEBSITE
http://www.ttecjobs.com

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