Percepta · 6 days ago
Team Leader
Houston, TX
Full-time
Hybrid
Entry, Mid Level
2+ years expPercepta is a company specializing in customer loyalty and service across various markets. They are seeking a California Lead CX Specialist to provide guidance and support to the Customer Experience team, ensuring adherence to processes and quality standards while fostering a positive customer experience.
Customer ServiceOutsourcing
Responsibilities
Serve as the first point of contact for specialists seeking guidance on complex cases, processes, or resources
Monitor real-time adherence and address outliers promptly to maintain service levels
Deputize for the supervisor during short-term absences, ensuring workflow continuity and team support
Assist with case assignment audits and ensure proper queue management
Audit closed-loop cases to confirm compliance with established procedures and customer satisfaction standards
Track and categorize chat inquiries to identify trends and resource gaps; provide feedback on knowledge base articles
Support executive escalations by acknowledging and coordinating timely responses
Create and deliver huddle refreshers based on call trends and frequently asked questions
Participate in collaborative meetings with department leaders, clients, and support teams
Provide performance feedback to supervisors for continuous improvement initiatives
Contribute to end-of-month scorecards and reporting on adherence, escalation handling, and resource effectiveness
Assist with special projects as assigned by leadership
Qualification
Required
High School Diploma required; associate or bachelor's degree preferred
Minimum 1 year as a BEV Concern Specialist with demonstrated performance excellence
Strong knowledge of CRM systems, case management, and customer experience best practices
2 years of experience in a Contact Lead Customer Experience Specialist, hospitality industry, claims or PR/Sales field
Knowledge of the automotive industry a plus
Ability to guide and support peers without formal authority
Skilled in fostering collaboration and maintaining team morale
Keen sense of accountability and integrity when deputizing for supervisors
Exceptional verbal and written communication skills for clear, professional interactions
Ability to articulate complex information in a concise and understandable manner
Skilled in active listening and providing constructive feedback
Advanced knowledge of CRM systems (e.g., Microsoft Dynamics) and case management tools
Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
Home Command Center, CVBOP, troubleshooting skills to support customers with home or public charging concerns
Ability to navigate multiple screens and systems efficiently during live interactions
Strong ability to identify trends, analyze data, and provide actionable insights
Skilled in troubleshooting operational issues and escalating appropriately
Ability to make sound decisions under pressure with limited supervision
Deep understanding of customer service principles and best practices
Ability to maintain empathy and professionalism in high-stress situations
Skilled in conflict resolution and de-escalation techniques
Ability to prioritize tasks effectively in a demanding environment
Strong attention to detail and documentation discipline
Skilled in managing multiple responsibilities while meeting deadlines
Comfortable deputizing for supervisors and adjusting to changing priorities
Ability to learn new processes and tools quickly
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
For California Team Support Hybrid, align support hours with Pacific Time; occasional travel to California dealers/OEM meetings
Bilingual (e.g., Spanish) language skills preferred to support California's diverse customer base is preferred
Preferred
Associate or bachelor's degree preferred
Knowledge of the automotive industry a plus
Bilingual (e.g., Spanish) language skills preferred to support California's diverse customer base is preferred
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)
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
Company data provided by crunchbase