Recall Representative
Percepta, Melbourne, FL, United States
At Percepta, we bring first-class service across each market we support. As a Recall Representative 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.
What You'll Be Doing
The Recall Representative provides full Omni-Channel concern resolution support to luxury vehicle customers. From initial inquiry or concern through to close; the representative will own the issue and will liaise and coordinate with the dealer/retailer, field staff, management, and other relevant departments within the luxury Client program as well as outside vendors.
The overall objective is to achieve customer satisfaction whilst reflecting and protecting the best interest of the Client to ensure that all customer contact is meaningful and ultimately promotes brand advocacy and loyalty.
During a Typical Day, You'll
•Handle outbound and inbound contacts through voice and email regarding manufacture safety vehicle recall
•Acknowledge research, document, involve appropriate parties, follow-up on, and handle all customer contacts via appropriate channels until their resolution, professionally and efficiently, following department standards
•Takes full ownership of own case file and acts as backup to a designated buddy for continuity of service and action
•Provide regular feedback and observations to line manager in pursuit of ongoing improvements to process or early warning for trends or increases in volume on specific subjects
•Act as part of a team to ensure adequate contact coverage for the department
•Process spending of department goodwill funds to resolve customer concerns when appropriate
•Research complex automobile issues and negotiate resolutions for customers
•Handle special projects or assignments, such as market research surveys/outbound calls, working special events, etc. as assigned by management
•Adhere to Contact Center Policies and Procedures
•Complete training courses as directed by Operations and/or Training
•Develop and maintain professional working relationships
•Other duties as assigned
What You Bring to the Role
•High School Diploma required
•Experience, appreciation, and/or passion for automotive - luxury, function, and utility
•1 - 2 years of experience in a Contact Center, hospitality industry, or PR/Sales field
•Knowledge of the automotive industry a plus
•Experience in a luxury field (hospitality or brand product) a plus
Skills
•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 - listen to the customer
•Exercise good service and business judgment with the end goal of customer satisfaction
•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 blend personality with professional demeanor to provide the customer with a comfortable conversation
•Use of technology for product resourcing to resolve customer issues
•Typing Skills (minimum 30wpm)
•Knowledgeable in MS Office, Email, Texting and Chat
•Ability to work through multiple computer screens
•Ability to work calmly under pressure
•Displays professionalism in demeanor, language and appearance
Other
•Must be able to interact with all internal and external departments and contacts
•Must represent Percepta professionally with all customers and external organizations and contacts
What You Can Expect
•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)
A Bit More About Your Role
This position is hybrid remote, and you must live within the Melbourne, Florida area.
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 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
CareerGrowth
- 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.