Customer Experience Case Lead — Concern

Percepta LLC; Houston (TX); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Competitive Salary with Incentives

Flexible Spending Account (FSA) and HS

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs (Per

Job summary

Percepta LLC in Houston, TX is seeking a Customer Experience Specialist – Concern to join our customer service team. You will be the single point of contact for customers, handling inbound calls, emails, and case management to resolve concerns with empathy and speed.

You will collaborate with dealerships and subject matter experts, document interactions, and meet service levels while maintaining brand integrity across channels.

Qualifications

• High School Diploma required; Associate or Bachelor’s degree preferred.
• 2 years of experience in a Customer Relations Contact Center or hospitality industry.
• Experience in a luxury field (hospitality or brand product) a plus.
• Knowledge of the automotive industry a plus.
• Excellent English language, oral and written, with grammatical knowledge and etiquette.

Responsibilities

• Be the single point of contact for customers, handling inbound calls and managing related cases.
• Resolve customer concerns with empathy using knowledge-base tools.
• Liaise with clients, dealerships, and subject matter experts to resolve cases quickly.
• Document all customer interactions and follow up to ensure satisfaction.
• Meet service levels and CX objectives related to after-call and after-case surveys.

Skills

Customer service

Communication skills

Active listening

Time management

Professional demeanor

Education

High School Diploma required

Associate or Bachelor’s degree preferred

Tools

Microsoft Dynamics

Job description

Percepta LLC in Houston, TX is seeking a Customer Experience Specialist – Concern to join our customer service team. You will be the single point of contact for customers, handling inbound calls, emails, and case management to resolve concerns with empathy and speed.

You will collaborate with dealerships and subject matter experts, document interactions, and meet service levels while maintaining brand integrity across channels.