Percepta · 1 week ago
Customer Service Case Manager
Melbourne, FL
Full-time
Onsite
Entry Level
$18.34/hr - $18.34/hr
2+ years expPercepta is a company that specializes in creating customer loyalty for its clients across the globe. They are seeking a Customer Service Case Manager who will work on-site in Melbourne, Florida, to build relationships with customers and ensure their satisfaction by addressing their needs and concerns effectively.
Customer ServiceOutsourcing
Responsibilities
Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm, while guiding the customer from website to pre-buy experience. This includes vehicle knowledge and availability, local promotions for the brand, assisting with specifications of the vehicle, assisting with customer/dealer connection, and educating the customer on products and services
Act as a resource of all product knowledge and service support
Schedule activities as required for special events
Actively listen to the customer while controlling the interaction to lead the customer in a professional and efficient manner
Act as a liaison between the customer, service support, and dealership by following up to ensure customer satisfaction
Be responsible for handling inbound customer calls regarding sales and service in a helpful, courteous, and professional manner, displaying knowledge and concern for their needs
Be responsible for handling emails and chats
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 customer inquiries and concerns
Use applicable customer satisfaction tools to resolve customer issues. Tools include financial assistance, service plans, payments, and maintenance plans
Participate in business-related marketing and sales projects
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
Qualification
Required
High school diploma required
A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales
Strong verbal and written communication skills
Strong customer service, interpersonal, and relationship-building skills
Excellent English language (oral and written), with grammatical knowledge and etiquette
Typing skills (minimum of 30 words per minute)
Preferred
An associate's or bachelor's degree is preferred
Experience in a luxury field (hospitality or brand product) is a plus
Knowledge of the automotive industry is a plus
Benefits
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)
Award-winning Employee Rewards Program (Perci Perks)
Company
Percepta
Percepta is a global, contact services company that builds customer loyalty.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashlynn Woods
Global Employee Experience Partner
LaSandra Johnson
Human Resources Business Partner II
Recent News
2025-10-06
2025-08-25
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