Bilingual Spanish Customer Service Case Manager

$40,560 - $44,720/Yr

Percepta - Houston, TX

Full-time - Entry Level

Houston, TX

Personal and Laundry Services

About the position

The Bilingual Spanish Customer Service Case Manager at Percepta is responsible for providing exceptional customer service by managing customer inquiries and concerns effectively. This role involves acting as a liaison between customers and various departments to ensure customer satisfaction and loyalty. The position requires strong communication skills in both Spanish and English, as well as the ability to resolve issues efficiently while maintaining a positive customer experience.

Responsibilities

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
• Act as a resource of all product knowledge and service support
• Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
• Handle inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
• Handle emails and document all customer interactions
• Exhibit strong follow-up and organizational skills, in both verbal and written communication
• Resolve customer issues using all available resources, including Dealers, Service Personnel, Subject Matter Experts, Leadership, and Field Service Engineers
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed
• Use applicable customer satisfaction tools to resolve customer issues
• Meet specified goals as set forth by management
• Provide feedback to management for the continued and improved performance of the department
• Work as a team player - assist other team members when in need of support
• Perform other duties as assigned
• Handle Case Management, focusing on handling cases from initial concern to resolution
• Understand local laws and handle cases within the client's established timeline
• Utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
• Follow up with customers on updates and timelines to ensure a positive customer experience.

Requirements

• Fluent in Spanish and English (both written and verbal)
• High school diploma required; Associate or bachelor's degree preferred
• Two (2) years of experience in a Customer Relations Contact Center or hospitality industry
• Experience in a luxury field (hospitality or brand product) is a plus
• Knowledge of the automotive industry is a plus
• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal, and relationship-building skills
• Time management and ability to prioritize projects and customer needs
• Conflict resolution skills
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language, and appearance
• Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Ability to work through multiple computer screens
• Typing Skills (minimum 30 words per minute)
• Knowledgeable in Microsoft Office, Email, Texting
• Experience with Microsoft Dynamics (Customer Contact system) an asset
• Must be able to interact with all internal and external departments and contacts

Nice-to-haves

• Experience in a luxury field (hospitality or brand product)
• Knowledge of the automotive industry
• Experience with Microsoft Dynamics (Customer Contact system)

Benefits

• Pay rate of $21.50 per hour, inclusive of the base pay of $19.50 per hour and a $2.00 per hour premium for bilingual Spanish skill
• 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)