Customer Care Representative II

Ttec

Melbourne, FL

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JOB DETAILS

JOB TYPE

Full-time

SKILLS

Business Practices, Business Processes, Business Support, Communication Skills, Computer Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer Training, Desktop PC, Detail Oriented, Diversity, Documentation, Employee Retention, Focus Groups, High School Diploma, Identify Issues, Internet Technology, Intranet, Marketing, Metrics, Operational Support, Operations Processes, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Professional Services, Profit & Loss, Resolve Customer Issues, Retail, Scripting (Scripting Languages), Search Engines, Service Delivery, Team Lead/Manager, Technical Support, Technical Writing, Telecommunications Industry, Time Management, Training/Teaching, Wireless Communications, Writing Skills

LOCATION

Melbourne, FL

POSTED

4 days ago

Customer Care Representative IIPercepta brings first-class service across each market we support. As a Customer Care Representative II 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 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. What You Bring to the Role High School Diploma or equivalent6 months Customer Service experience requiredPrevious experience supporting customers through phone preferredExperience or interest in working with technology is preferredExperience with customer contact systemsAdaptability and flexibility to work within different channels within the program as neededSolid computer skills, internet savvy, and experience using CRM softwareAbility to type and speak at the same timeStrong problem solving, troubleshooting experience, resolving technical problems from start to finishExceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organizationExperience working in the automotive or wireless telecommunications industry is an assetStrong customer service skillsExperience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technologyAbility to advise and educate customers in a way they can understand - possess patience to work through technical issues with non-technical customersAbility to learn quickly and eagerness to learn new techniques and skillsHighly organized, detail oriented, and able to thrive in a fast paced, changing environmentStrong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervisionWhat You Can Expect Starting hourly rate of 15.00Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k)Vacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs Employee Rewards Program A Bit More About Your RolePromptly 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 CRC’s contact system, 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 applications, such as 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.Hours of Operation: Monday-Friday: 8:00am-11:00pm, Saturday: 8:00am-8:00pm. An 8-hour shift, 5 days/week would fall somewhere in between. Must be open to any shift. Shifts assigned during training.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. LI-Onsite

About the Company

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

Customer Care Representative II

Ttec

Melbourne, FL

About the Company

Ttec

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