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
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