DescriptionAt Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Customer Service Case Manager working onsite in Houston, TX , 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 Bilingual Spanish Customer Service Case Manager will work with customers to earn and retain their loyalty by showing 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’ll
Provide 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 resolution
Act as a resource of all product knowledge and service support
Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction
Be responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
Be responsible for handling emails
Exhibit strong follow-up and organizational skills, in both verbal and written communication
Be 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 committed
Be responsible for documenting all customer interactions
When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plans
Meet specified goals as set forth by management
Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
Work as a team player – assist other team members when in need of support
Perform other duties as assigned
Handle Case Management, which includes:
Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
Specialists will be trained on processes that include understanding local laws
Specialists will need to handle cases within the client’s established timeline
Successful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progression
Keeping 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 loyalty
What You Bring to the Role
Fluent in Spanish and English (both written and verbal)
High school diploma required; Associate or bachelor’s degree preferred
Two (2) years of experience in a Customer Relations Contact Center or hospitality industry
Experience in a luxury field (hospitality or brand product) is a plus
Knowledge of the automotive industry is a plus
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 work calmly under pressure
Displays professionalism in demeanor, language, and appearance
Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation
Use of technology for product resourcing to resolve customer issues
Ability to work through multiple computer screens
Typing Skills (minimum 30 words per minute)
Knowledgeable in Microsoft Office, Email, Texting
Experience with Microsoft Dynamics (Customer Contact system) an asset
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
Pay rate of $21.50 per hour, inclusive of the base pay of $19.50 per hour $2.00 per hour premium for the bilingual Spanish skill
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 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, 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 the 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.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-OnsitePrimary Location: US-TX-HoustonReq ID: 03XRU
