Job Details

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As aCustomer Service Case Managerworkingon-siteinHouston, TX , you'll become part of a community that values your success, supports your career growth, and celebrates your contributions.What You'll Be DoingTheCustomer Service Case Managerwill 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'llProvide 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 resolutionAct as a resource for all product knowledge and service supportActively listens to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between the customer, service support, and dealership by following up to ensure customer satisfactionBe responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needsBe responsible for handling emailsExhibit strong follow-up and organizational skills in both verbal and written communicationBe responsible for resolving customer issues using all available resources, including dealers (i.e., 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 committedBe responsible for documenting all customer interactionsUse applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plansMeet specified goals as set forth by managementProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player – assist other team members when in need of supportPerform other duties as assignedHandle Case Management, which includes:Practical application of time management is critical, as specialists will focus on handling cases from initial concern to resolutionSpecialists will be trained on processes that include understanding local lawsSpecialists will need to handle cases within the client's established timelineSuccessful agents in this role will utilize resources, including an on-site Knowledge Base, Dealerships, local resources, and Tech SMEs for case progressionKeeping promises is critically important to agent success and customer satisfaction. Customer Service Case Managers must follow up with customers on updates and timelines, as these lead to a poor customer experience and diminished brand loyaltyWhat You Bring to the RoleHigh school diploma required; Associate or bachelor's degree preferredTwo (2) years of experience in a Customer Relations Contact Center or hospitality industryExperience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plusHigh level of trust and integrityStrong verbal and written communication skillsDetailed listening skillsStrong customer service, interpersonal, and relationship-building skillsTime management and the ability to prioritize projects and customer needsConflict resolution skills – listen to the customerExercise good service and business judgment with the end goal of customer satisfactionExcellent English language, oral and written, with grammatical knowledge and etiquetteAbility to sway the opinion of others through verbal and/or written correspondenceAbility to work calmly under pressureDisplays professionalism in demeanor, language, and appearanceAbility to blend personality with a professional demeanor to provide the customer with a comfortable conversationUse of technology for product resourcing to resolve customer issuesAbility to work through multiple computer screensTyping Skills (minimum 30 words per minute)Knowledgeable in Microsoft Office, Email, and TextingExperience with Microsoft Dynamics (Customer Contact system) is an assetMust be able to interact with all internal and external departments and contactsMust represent Percepta professionally with all customers, external organizations, and contactsWhat You Can ExpectPay rate of $19.50 per hourHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition ReimbursementEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)A Bit More About Your RoleIn this role, the Customer Service Case Manager is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The Customer Service Case Manager will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty. The Customer Service Case Manager may receive general inquiry calls, which they will attempt to address or warm transfer to a tier-1 Customer Service Representative as needed. Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence. The Customer Service Case Manager is responsible for meeting expected customer service levels and achieving Customer Experience objectives relative to their after-call and after-case customer survey scores.About PerceptaEstablished in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:Lead with humility– We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.Service beyond self– We serve others—clients, customers, and teammates—with care and integrity in every interaction.Leave it better– We take ownership and leave every process, person, and place better than we found it.Win together– We succeed as one—celebrating, supporting, and showing up for each other.Deliver remarkable– We go beyond expectations to create bold, meaningful moments that stand out.Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.#LI-Onsite