At Percepta, we bring first-class service across each market we support. As an IVT Research Escalations Specialist inMelbourne, FL, 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 IVT Research Escalation Specialist is responsible for ensuring that all In Vehicle Technology (IVT) escalations are handled accurately and efficiently. Escalated IVT cases might include but are not limited to cases involving Navigation, My Ford Mobile, FordPass, all versions of SYNC and Over the Air updates. The IVT Research Escalation Specialist is the lead contact and "owns the case" to resolve assigned escalated cases.

During a Typical Day, You’ll

·Ensure IVT Escalation cases are accurately and efficiently resolved.

·Responsible for outbound calls, inbound voicemails, and emails from customers, Ford Engineers, Ford Managers, and dealers to support escalation cases as applicable.

·Responsible for following up on cases to ensure any update is communicated with customers, Ford Managers, Ford Engineers, and dealers to support escalated cases in effort to resolve customers concerns.

·Have working relationships with Ford Managers, Ford Engineers and Ford Product support teams, external support teams and internal departments.

·Identify and communicate IVT related departmental trends to Team Leads, Managers, Ford Managers and Ford Engineers to bring awareness and work toward possible solutions.

·Participate in Ford Manager, Ford Engineer meetings to help resolve emerging IVT related issues as required.

·Work with Knowledge Base on creation of articles for internal use for teams across the CRC’s in effort to promote real-time solutions

·Review and research customer's inquiry to resolve issues that are non-routine in nature.

·Gather information to determine the most appropriate response to the customer.

·Assist customers by organizing access to dealers to facilitate the repair.

·Support case handling for absent agents as required.

·Meet or exceed all performance scores for key metrics.

·Adhere to Percepta policies and procedures.

·Mentor new team members

·Utilize appropriate resources to respond to internal and external customer inquiries.

·Actively listen to the customers providing answers, while controlling the call to lead customers to an efficient and professional resolution

·Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.

·Document customers, Ford Managers, and Ford Engineer’s communication regarding all cases

·Return all voice mails and emails messages promptly.

·Escalate or manage financial assistance requests within agent delegation of authority as appropriate - obtain documented Leadership approval if need to exceed.

·Use applicable customer satisfaction tool (s) to resolve and At-Risk vehicle cases (Tools:Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans)

·Actively listens to the customer providing answers, while controlling the call/email to lead the customer in an efficient and professional manner.

·Complete additional tasks/projects as assigned.

What You Bring to the Role 

Education

·High school diploma required (College degree preferred)

Experience

·1-2 years customer service experience

·Problem Resolution in customer contact center environment

·Experience handling escalated customer issues as an asset.

·Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process

Skills

·Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction

·Proven ability to work in a remote environment with minimal supervision.

·Exercise good judgment in problem resolution

·Demonstrates leadership qualities.

·Excellent verbal/written communication in previous employment

·Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision.

·Ability to communicate clearly and correctly.

·Strong organizational, time management and problem-solving skills

·Multi-tasking skills

·Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy.

·Ability to answer and complete phone calls in a timely manner.

·Ability to use a desktop computer.

·Typing skills – accurately type minimum 30 words per minute.

·Ability to troubleshoot and analyze complex problems.

Other

·Must be able to interact with all internal and external departments and contacts.

·Must represent Percepta & Ford professionally with all clients and external organizations and contacts.

What You Can Expect 

·Pay rate of $16.50 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 
Hours of operation: 9:00 am - 5:30 pm

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 everyday. 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 of 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

CareerGrowth – 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.

As a condition of employment, 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. 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.