DescriptionExpect more than a job!Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a Rewards Representative/Guides and experience the satisfaction of being part of a unique culture. 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 in 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
Career - growth and 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 include incentives and promote physical, mental, and financial wellness.
SummaryThe Rewards Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.Responsibilities
Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:
Utilizing available resources to accurately respond to customer inquiries through appropriate channels
Corresponding with customers via mail channel as appropriate
Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action
Rewards Guides may be assigned to specialize, but will be cross-trained to support the functions
Provide inbound helpdesk support for member, dealer, and region employees on various issues including:
User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
Website assistance to dealers and field personnel
Dealer enrollment process
Reviewing dealer parts statements
Process program cancellation requests
Determines the appropriate route for escalating complex issues based on the type of expertise required
Document status of all interactions indicating appropriate outcome and follow up requirements
Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services
Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customers
Achieve ‘world-class’ service with each member where ‘world-class’ is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
Utilize all resources, including the call specific applications, to obtain the correct answer for the customer
Document all actions in the appropriate call tracking system
Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes
Communicate customer service problem to Team Leader when necessary
Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction
Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies
Performs additional responsibilities or projects as assigned
Education
Minimum high school diploma required; college degree preferred
Experience
Six (6) months of customer service/sales experience in a contact center operations environment desired
Experience with customer contact system desired
Understanding of dealership operations and processes are desired
Microsoft Office (Word, Excel, Outlook)
Skills
Bilingual Spanish and French verbal and written skills required for identified position(s)
Strong listening and communications skills (written and oral); ability to understand and diffuse upset customers
Ability to think logically and solve problems
Ability to work in a team for the success of the program and support co-workers, leadership, and/or clients as needed
Ability to multitask effectively
Demonstrates a high degree of professionalism at all times
Customer service, interpersonal, and relationship-building skills
Strong organizational, time management, planning, and problem-solving skills
Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision
Other
Must be able to interact with all internal and external departments and contacts
Must represent Percepta professionally with all clients and external organizations and contacts
Primary Location: US-MI-DearbornReq ID: 03U4D