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DescriptionThe Digital Communication Specialist (FDCS) must possess the skills to answer inbound chats, emails, and/or correspondence from customers and properly address inquiries.The FDCS will deliver and foster a premier level of service for customers based on trust and respect. The FDCS must have a genuine passion for assisting customers and handling their concerns/inquiries with a high degree of care and competence.The FDCS is an innovative initial contact point for customers. The FDCS provides an accurate and timely response to customer inquiries using the flow of an instant message conversation in real-time. The FDCS will help identify process improvement recommendations that drive customer satisfaction and advocacy.During a Typical Day, You’ll
Ability to maneuver effortlessly through various digital communication channels (chat, email, and) to provide the customer with prompt, courteous and accurate information including:
Accurately respond to customer inquiries through instant messaging software
Utilize available resources to respond to customer inquiries
Corresponds with customers via mail, if working the Correspondence contact stream as needed.
Outbound phone calls to customers and dealerships on occasion.
Researches and determines appropriate actions based on policies, procedures, dealer/region feedback and job aids.
Responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
Takes personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers and keeps all customer commitments.
Remains knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
Actively participates in team meetings, shares knowledge and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
Complete additional tasks / projects as needed.
Maintain professional working relationships
What You Bring to the Role· High School Diploma required. Associates degree or 2 years college coursework completed preferred.
1-2 years’ customer service experience, preferably in a contact center operations environment.
Additional experience in customer sales, customer service, or digital communications is a plus.
What You Can Expect
Starting hourly wage of $17 hourly $2.00 for French language premium for a total of $19.00 hourly
8 am – 11 pm EST, Monday – Friday & 8 am – 8 pm EST Saturday
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
Must be fluent in French and English – written and verbal
Must possess excellent decision making and problem-solving skills
Ability to maneuver through various systems to provide the customer accurate information
Displays professionalism and positive attitude to develop and nurture prospect relationships
Ability to effectively communicate with customers, managers and co-workers
Demonstrate self-motivation and results-orientation
Time management and organizational skills to efficiently organize, plan, schedule and execute tele business activities
Willingness to take on new assignments
Reliability; follow a logical, analytical approach to business conversations and chat dialogue
High level of trust and integrity
Exercise good judgment
Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
Ability to build strong professional relationships and adapt approach to different management styles
Must be able to multi-task
Knowledge of call center environment
Hours of operation vary by program.
Must be able to transition to an @home work environment if required.
o Employee will agree to Speed Test requirements.o Employee agrees to use their own personal equipment and ISP and have a designated space to handle work responsibilities without any outside interference.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, breath 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 in 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.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, as a condition of employment. Percepta is an Equal Opportunity Employer.Primary Location: US-FL-MelbourneReq ID: 03N8Y
