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DescriptionAt Percepta, we bring first-class service across each market we support. As a Customer Care Rep 2 VOPC SBA in Dearborn, MI , 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 DoingThe Senior Business Analyst (SBA) acts as the subject matter expert on one or several programs. The SBA assists to ensure service levels and customer satisfaction is met.During a Typical Day, You’llPerform all Business Analyst responsibilities with consistent reliability:
Accurately respond to customer inquiries.
Mentor new team members.
Demonstrate Leadership capabilities.
Provide support for on-line applications.
Take calls when needed to assist with the queue and service levels.
Initiate outbound contacts, as appropriate.
Document customer contacts, as appropriate.
Utilize appropriate resources to respond to internal and external customer inquiries.
Identify and report all concerns regarding the programs to the Team Leader as necessary.
Facilitate team huddles.
Handle supervisor calls as appropriate:
o Providing accurate information and exceptional customer service.o Educate the Analysts on the answer to the inquiry.o Handle the Analysts with patience and respect.
Based on the program, participate in the coaching process.
As needed, monitor real time adherence; ensure the Business Analysts are properly supporting the required service levels.
Based on program, assist with new program launches as needed.
Understand, adhere to, and support, all Percepta and internal client’s systems, initiatives, and policies.
Complete training courses as directed by Operations and/or Training.
Supports teammates with problem resolution.
Escalate concerns as appropriate; identify Call Center problems and bring to the attention of appropriate Supervisor or Manager.
Complete additional tasks / projects as needed.
Helps identify process improvements and best practices for the Team and brings to the attention of the Team Leader.
Develop and maintain professional working relationships.
Serve as a role model to the Business Analysts in professionalism, information accuracy, dependability, and timeliness.
Meet or exceed all performance scores for key metrics.
Adhere to Call Center Policies and Procedures.
Understand that as an SBA on a cross-trained team assistance will be needed across all programs (VOPC, Marketing and TRAC).
What You Bring to the RoleEducation
High school diploma required. College degree preferred or equivalent work experience required.
Experience
Extensive knowledge of the Vehicle Ordering Processing Center (VOPC) program.
Consistently meet all Business Analyst competencies.
Strong Program knowledge.
Thorough knowledge of all Call Center specific processes, databases, and programs.
Understanding of the Quality Policy and related company goals.
PC Navigation / good computer and typing skills. Ability to run several windows applications.
simultaneously.
Ability to troubleshoot and analyze problems.
Skills
Excellent customer service ability.
Demonstrates leadership qualities.
Displays professionalism and a positive attitude.
Ability to effectively communicate with customers, managers, and co-workers.
Strong oral and written communication skills.
Team building skills.
Leadership skills.
Mentoring ability.
Time management and organizational skills.
Ability to work well with others.
Reliability.
Ability to multi-task.
Good listening skills
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[ANY ADDITIONAL JOB DETAILS YOU WANT TO INCLUDE]About PerceptaEstablished 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 oneTeamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth – lots of learning opportunities for aspiring mindsDiversity – 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.#LI-HybridPrimary Location: US-MI-DearbornReq ID: 03WYF