Customer Care Specialists

Company: Percepta
Location: Little Rock
Posted on: June 25, 2022

Job Description:

At Percepta, we bring first-class service across each market we support. As a fully remote -Customer Care Specialist, in Little Rock, AR, 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 Doing - The Customer Care Specialist is responsible for providing timely and professional customer service in response to inquiries or concerns: Verizon Reveal device reporting, troubleshooting issues, customer education, and ensuring proper escalation of issues outside of the Care Specialist 's scope. - This role is responsible for meeting expected customer service levels and supporting business performance goals of the program by providing a full range of services ensuring support of a customer's fleet. - During a Typical Day, You'll

• Promptly processes and answers/resolves inquiries or concerns, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided
• Provide thorough and timely troubleshooting of VZ Reveal devices, provide customer consultation and education, and escalate calls appropriately to the Technical Service Support Team
• Develop an understanding of client's line of business to provide best in class service while communicating professional, grammatically correct verbal or written responses to customer inquiries or concerns
• Understand use of technology, scripts, and product knowledge
• Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner
• Ensure that all customer contacts are properly logged into VZ Reveal CRM, ensure that VZ has accurate contact information on the customer, manage and audit of documentation of customer files
• Master desktop applications, such as CMR tools, Intranet, Search engine, etc.
• Employs customer satisfaction tools according to guidelines
• Recommend changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise
• Attend team meetings, pep sessions, 1-1s, focus groups, and training sessions as scheduled
• Provides recommendations to Supervisor regarding the resolution of recurring problems - assists in formulation of problem-solving techniques for newly discovered issues
• Maintain exceptional product knowledge and as it relates to technical support - remains knowledgeable of product and service offerings, current industry products and technologies
• Handle additional projects and assignments as directed What You Bring to the Role -
  • High School Diploma or equivalent
  • One (1) year customer service experience
  • Technical Support experience preferred
  • Strong written and oral communication skills with all levels of the organization
  • Strong customer service, interpersonal and relationship-building skills
  • Strong multi-tasking skills
  • Strong organizational, time management, planning and problem-solving skills
  • Strong Team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision
  • Strong problem-solving skills
  • Ability to demonstrate a high degree of professionalism
  • Working knowledge of computers
  • Proficient in speaking and writing in English
  • Solid understanding of the transportation industry - What You Can Expect -
    • Starting pay rate of $15.00 per hour
    • 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 Program
    • Employee Assistance Program
    • Employee Discount Program
    • Training and Development Programs (Percepta College)
    • Employee Rewards Program (Perci Perks) About Percepta - Established 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 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 - 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 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.

Keywords: Percepta, Little Rock , Customer Care Specialists, Other , Little Rock, Arkansas