Automotive Customer Service Representative

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Job description

At Percepta, we bring first-class service across each market we support. As an Automotive Customer Service Representative 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 Automotive Customer Service Representative provides online customers with a professional sales experience that positively influences the customers purchasing decision. The primary customer contact channel is phone, email, and chat. In this role, you will provide assistance with completing pre- and post-purchase support, purchase transactions, documenting customer interactions, locating requested information, and providing navigational assistance. The ideal candidate will have a high level of problem-solving skills, focusing on meeting customer needs through assumptive sales strategies and providing incentive(s) to customers to increase customer purchases.

During a Typical Day, You'll

• Receive inbound phone calls, emails, and chats through our Automotive E-commerce Portal
• Effectively utilize multiple systems in providing prompt, courteous, and accurate information
• Resolve complex interactions using the appropriate escalation process
• Use appropriate resources to find solutions for basic to intermediate-level issues; consulting with the SME or Team Lead, as necessary to resolve concerns
• Follow up with the customer when needed utilizing phone and/or email
• Participate in daily information exchanges to remain knowledgeable of processes and procedures
• Support and advocate for consumer sales and product inquiries
• Assist in the formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge as it relates to program support
• Handle additional projects and assignments as directed
• Perform additional duties as assigned

What You Bring to the Role

• High school diploma (required); some college or vocational training preferred
• Strong problem-solving, and troubleshooting experience
• Sales Experience (required)
• Automotive background is preferred
• Parts/Service Advisor experience is preferred
• Solid keyboard skills (30 WPM with 80%) and experience using CRM software
• Must be fluent in English (written and verbal)
• Exceptional communication skills
• Ability to document reference materials
• Strong computer and Internet skills
• Strong Customer Service skills
• Ability to navigate for customers who are having difficulty locating parts
• Ability to advise and educate customers in a way they can understand
• Possess patience when locating parts or catalog items for non-technical customers
• Ability to learn quickly and eagerness to learn new problem-solving techniques
• Highly organized, detail-oriented, and able to thrive in a fast-paced, changing environment
• Ability to work with minimum supervision, multi-task, problem-solve, and prioritize
• Demonstrates persistence, overcomes obstacles, and strives to improve skills and achieve goals
• Successful completion of our written skills assessment required

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)
• Employee Rewards Program (Perci Perks)

About Percepta
Established 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 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.

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