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Company | Percepta |
Address | Michigan, United States |
Employment type | FULL_TIME |
Salary | |
Category | Outsourcing/Offshoring |
Expires | 2023-08-11 |
Posted at | 10 months ago |
At Percepta, we bring first-class service across each market we support. As a fully remote Digital Engagement Specialist, in Michigan, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
- Communicate clearly and timely with two customers at a time.
- Complete additional tasks/projects as needed.
- Accurately respond to customer inquiries through instant messaging software
- Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill, and expertise. Is consistently courteous with all customers, and keeps all customer commitments.
- Actively participate in team meetings, share knowledge, and recommendations with supervisor and team members. Participates in coaching and training opportunities, retaining and applying learning.
- Utilize available resources to respond to customer inquiries
- Maintain professional working relationships
- Remain knowledgeable and current with all policies, procedures, processes, and changes. Continuously improves customer handling skills, process knowledge, and company and product information.
- Maneuver effortlessly through various digital communication channels (chat, email, and social media) to provide the customer with prompt, courteous, and accurate information including:
- Be responsible for meeting all personal performance objectives including customer satisfaction, efficiency, quality, attendance, and punctuality, and takes individual accountability for meeting these objectives.
- Correspond with customers via mail, if working the Correspondence contact stream as needed.
- Adhere to and support all Percepta and Client ISO, Quality Systems, and Q1 initiatives.
- Research and determine appropriate actions based on policies, procedures, dealer/region feedback, and job aids.
- Ability to communicate clearly and correctly, both in writing and on the phone, and respond effectively to follow-up questions
- Strong problem solving, troubleshooting experience.
- Must possess excellent decision making and problem-solving skills
- Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision
- Ability to maneuver through various systems to provide the customer accurate information
- Typing skills – accurately type a minimum of 30 words per minute. Demonstrated ability to achieve telebusiness goals
- Knowledge of call center environment
- 2-3 years of customer service experience, preferably in a contact center operations environment with digital communications.
- Experience using CRM software is preferred
- Displays professionalism and positive attitude to develop and nurture prospective relationships
- Ability to answer and complete chats in a timely manner
- Excellent written communication skills
- Time management and organizational skills to efficiently organize, plan, schedule, and execute telebusiness activities
- Demonstrate self-motivation and results-orientation
- Additional experience in customer service, and digital communications is a plus
- Ability to convey positivity through written communication
- Ability to build strong professional relationships and adapt approaches to different management styles
- Dynamic and engaging written communication style
- Know and understand basic grammar and business casual writing
- Ability to use a desktop computer with multiple monitors
- Willingness to take on new assignments
- Excellent customer service ability; use questioning skills to easily explore customer needs and concerns
- Must be able to multi-task
- Exercise good judgment
- Ability to effectively communicate with customers, managers, and co-workers
- High level of trust and integrity
- Reliability; follow a logical, analytical approach to business conversations and chat dialogue
- High School Diploma required. Associates degree or 2 + years college coursework completed preferred.
- Excellent interpersonal and business communications - verbal and written
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
- 401(k) with company match
- Tuition Reimbursement
- Vacation/Sick Time and Paid Holidays
- Starting pay rate of $16.00 per hour
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Health/Dental/Vision/Life Insurance
- Employee Discount Program
- Employee Assistance Program
- Culture of Service - to be treated like you are the customer from day one
- Career Growth - lots of learning opportunities for aspiring minds
- 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
- Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and excellent benefits. Our programs provide incentives and promote physical, mental, and financial wellness.
- Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value in your contributions
- Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
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