Percepta - Melbourne, FL
posted 5 months ago
At Percepta, we bring first-class service across each market we support. As a Customer Service Case Manager in Melbourne, FL, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The Customer Service Case Manager will work with customers and prospective buyers to earn and retain their loyalty to our client, a globally recognized provider of high-quality automotive products and services. This will be accomplished by creating relationships based on understanding the customer's needs, concerns, lifestyle, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. In this role, the Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. During a typical day, you'll provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services. You will act as a resource of all product knowledge and service support, schedule activities as required for special events, and actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner. You will also act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction. You will be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs. Additionally, you will handle emails and chats, exhibit strong follow-up and organizational skills, and resolve customer issues using all available resources, including Dealers, service personnel, subject matter experts (SMEs), leadership, and field service engineers. You will return all email and voice mail messages promptly and follow up with customers and dealers as committed, document customer inquiries and concerns, and use applicable customer satisfaction tools to resolve customer issues. Participation in business-related marketing and sales projects and providing feedback to management for the continued and improved performance of the department to foster positive results and growth are also part of your responsibilities. Lastly, you will work as a team player and assist other team members when in need of support.