Senior Customer Service Representative

At Percepta, we bring first-class service across each market we support. As a Senior Customer Service Representative, 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 Senior Customer Service Representative will work with customers and prospective buyers through a combination of inbound/outbound calls. They are the point of contact for any contractual inquiries, expansion opportunities, escalations, and cancellations. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. The Senior Customer Service Representative manages the contractual relationship between the client and the customer in this role.

During a Typical Day, You’ll

• Provide an exceptional customer experience
• Establish clear retention goals and a strong advisory relationship with client management to understand their needs and align our products and services
• Understand the use of technology, scripts, and product knowledge
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Design and implement activities to continually improve the value and impact of our products and services

What You Bring to the Role

• A High School Diploma (required); an associate or Bachelor’s degree (preferred)
• Four (4) years of experience in training, public relations, sales, marketing, or customer service
• Experience with customer contact systems

What You Can Expect

• Starting pay rate of $15.50 - $15.75 per hour
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers
• Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools, and take the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

• Culture of Service - to be treated like you are the customer from day one
• Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
• 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
• Career Growth - lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• 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.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

Job Type: Full-time

Pay: $15.50 - $15.75 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Required)

Work Location: One location