Customer Service Case Manager - 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

Job Description - Customer Service Case Manager - Concern (04ETX)

Requisition Title

US-TX-Houston

At Percepta, we bring first-class service across each market we support . As a Customer Experience Specialist-Concern in Houston, TX , you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture

What You’ll Be Doing

The Customer Experience Specialist – Concern (CXSC) will work with customers to earn and retain their loyalty by showing the appropriate empathy and resolving their concern in the fastest and most pleasant means possible. The CXSC will resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of the CXS and our client’s Brand throughout the case management process.

In this role, the CXSC is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The CXSC will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The CXSC is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

The CXSC may receive general Inquiry calls, which they will attempt to address or warm transfer to a CXS – Inquiry Agent (CSXI) as needed.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email and other correspondence.

The CXSC is responsible for meeting expected customer service levels and achieving CX objectives relative to their after-call and after-case customer survey scores.

During a Typical Day, You’ll

• Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolution
• Act as a resource of all product knowledge and service support
• Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
• Act as a liaison between customer, service support and dealership by following up to ensure customer satisfaction
• Responsible for handling inbound customer calls in a helpful, courteous and professional manner, displaying knowledge and concern for their needs
• Exhibit strong follow up and organizational skills, in both verbal and written communication
• Responsible for resolving customer issues using all available resources, including Dealers i.e. Service Personnel, Subject Matter Experts’, leadership, and Field Service Engineers
• Return all email and voice mail messages promptly and follow up with customers and dealers as committed
• Responsible for documenting all customer interactions
• When necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments and maintenance plans
• Ability to meet specified goals as set forth by management
• Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
• Work as a team player – assist other team members when in need of support
• Other duties as assigned
• Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolution
• Specialists will be trained on processes which include understanding of local laws
• Specialists will need to handle cases within client’s established timeline
• Successful agents in this role will utilize resources including onsite Knowledge Base, Dealerships, local resources, and Tech SME’s for case progression
• Keeping promises is critically important to agent success and customer satisfaction - CXSCs must follow-up with customers on updates and timelines as these leads to a poor customer experience and diminished brand loyalty

What You Bring to the Role

• 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
• Exercise good service and business judgment with end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language and appearance
• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Ability to work through multiple computer screens
• Knowledgeable in MS Office, Email, Texting
• Experience with Microsoft Dynamics (Customer Contact system) an asset

What You Can Expect

• Competitive Salary with Incentives
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)

A Bit More About Your Role

• 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
• Must live within 45 miles of the office at 5959 Corporate Dr, Houston, TX 77036.
• Hours of Operation: Monday-Friday: 7:00 AM – 10:00 PM CT, Saturday: 7:00 AM – 7:00 PM

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
• Leave it better– We take ownership and leave every process, person, and place better than we found it.
• Win together– We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable– We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their unique way.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.