Customer Care Representative Marketing

Job Description **Requisition Title**: Customer Care Representative Marketing ( 036FY ) * Customer Service Representatives may be assigned to specialize but will be cross trained to support the functions of all three programs. Business Analysts will be responsible to:* Timely, accurately and professionally respond to customer inquiries* Utilize available resources to respond to customer inquiries* Provide inbound helpdesk support for dealer and region employees on various issues including:* User Access, Promotion Information, Site Navigation, System errors and performance, Budget and Billing, Returned Mail, order status, Reporting and Dealer List Uploads.* Website Assistance to Dealers and Field Personnel.* Dealer Enrollment Process* Reviewing Dealer Parts Statements* Dealer / Buy Sell / Terminations* Data Corrections* Process Program cancellation requests* Collateral ordering support* Perform Outbound Call Services to support various functions including: Verification Calls, Courtesy Calls, respond to inquiries, Special Requests, Enforcement Date Calls, Incomplete and Cancellation Confirmation Calls.* Determines the appropriate route for escalating complex issues based on the type of expertise required.* Follows up with the customer if required, to ensure the resolution of the problem.* Support non-call functions including: Record Maintenance, Approvals, Emails, Faxes and Reporting.* Handle various administrative responsibilities as needed.* Utilize all resources, including the call specific applications, to obtain the correct answer for the customer.* Document all actions in the appropriate call tracking system* Communicate professionally, clearly and grammatically correct to customer inquiries and concerns; educate the customer on client products and services.* Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes.* Communicate customer service problem to Team Leader when necessary.* Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.* Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies.* Performs additional responsibilities or projects as assigned.* Six (6) months of customer service/sales experience in a contact center operations environment desired.* Experience with Customer Contact system desired.* Understanding of dealership operations and processes are desired.* Microsoft Office (Word, Excel, Outlook)**About Percepta**Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. **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.