Customer Service Case Manager

$40,560 - $40,560/Yr

Percepta - Houston, TX

Full-time - Entry Level

Houston, TX

Personal and Laundry Services

About the position

At Percepta, we bring first-class service across each market we support. As a Customer Service Case Manager working onsite in Houston, TX, 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 to earn and retain their loyalty by showing the appropriate empathy and resolving their concerns in the fastest and most pleasant means possible. They will also resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of our client's brand throughout the case management process. 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 their initial contact through case resolution. You will 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. You will also act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction. This role requires handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs, as well as managing emails and documenting all customer interactions. The Customer Service Case Manager is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. You will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. This position is empowered to make decisions using customer satisfaction tools to resolve customer concerns and ensure customer loyalty. You will be responsible for meeting expected customer service levels and achieving Customer Experience objectives relative to their after-call and after-case customer survey scores.

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 (SMEs), Leadership, and Field Service Engineers.
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed.
• Meet specified goals as set forth by management.
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth.
• Work as a team player - assist other team members when in need of support.
• Handle Case Management, which includes practical application of time management, understanding local laws, and handling cases within the client's established timeline.

Requirements

• 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.
• 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 - listen to the customer.
• 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.

Nice-to-haves

• Experience in the luxury field (hospitality or brand product).
• Knowledge of the automotive industry.

Benefits

• Health savings account
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Life insurance