Customer Experience Case Manager

Ttecjobs; Houston (TX); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

FSA/HSA

401(k)

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Percepta College training

Perci Perks rewards program

Job summary

Percepta is seeking a Customer Experience Specialist-Concern in Houston, TX. You will resolve customer concerns with empathy, manage cases end-to-end, and liaise with clients, dealerships, and SMEs to ensure timely resolution and high satisfaction.

The role requires a high school diploma (associate or bachelor’s preferred), 2 years in a customer relations center or hospitality, and strong communication skills. On-site role with competitive salary and benefits.

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.
• High level of trust and integrity.
• Strong verbal and written communication skills.
• Detailed listening skills.
• Strong customer service, interpersonal and relationship building skills.
• Time management and ability to prioritize projects and customer needs.
• Conflict resolution skills – listen to the customer.
• Excellent English language, oral and written, with grammatical knowledge and etiquette.
• Ability to sway the opinion of others through verbal and/or written correspondence.

Responsibilities

• Provide exceptional customer experience and build trust to guide customers through case resolution.
• Act as a resource of product knowledge and service support.
• Listen to customers and control interactions professionally and efficiently.
• Liaise with clients, dealerships, and subject matter experts to resolve cases quickly.
• Handle inbound calls and emails, document all interactions, and meet service levels.
• Follow up to ensure customer satisfaction and maintain timelines.

Skills

Customer relations

Communication skills

Time management

Problem solving

Education

High School Diploma

Associate degree

Bachelor's degree

Tools

MS Office

CRM systems

Job description

Percepta is seeking a Customer Experience Specialist-Concern in Houston, TX. You will resolve customer concerns with empathy, manage cases end-to-end, and liaise with clients, dealerships, and SMEs to ensure timely resolution and high satisfaction.

The role requires a high school diploma (associate or bachelor’s preferred), 2 years in a customer relations center or hospitality, and strong communication skills. On-site role with competitive salary and benefits.