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Rewards Guide

Company: Percepta
Location: Dearborn
Posted on: March 19, 2023

Job Description:

Expect more than a job!

Our values are the heartbeat of our organization and we live, breathe and play by them every day. Join our team as a -Rewards Representative/Guides -and experience the satisfaction of being part of a unique culture. 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 and 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 include incentives and promote physical, mental, and financial wellness. -


    The Rewards Guides provides exceptional customer service support for the Rewards Programs, which are loyalty marketing platforms designed to reward members for doing business with the company. -The Rewards Guide will provide a high level of customer and dealer support through a variety of requests through multiple channels. -This will include technical app support, concern resolution, detailed product information, sales incentives/campaign support, and general information and/or questions, providing best in class service. The Rewards Guide will be responsible for providing timely, professional and accurate customer service within the contractual customer service metrics.


    • Maneuver effortlessly through various digital and voice communication channels (phone, chat, and email) to provide the customer with prompt, courteous, and accurate information including:

      • Utilizing available resources to accurately respond to customer inquiries through appropriate channels
      • Corresponding with customers via mail channel as appropriate

      • Responsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate action
      • Rewards Guides may be assigned to specialize, but will be cross-trained to support the functions -
      • Provide inbound helpdesk support for member, dealer, and region employees on various issues including:

              • User access, promotion information, site navigation, system errors and performance, billing, reporting and dealer list uploads
              • Website assistance to dealers and field personnel
              • Dealer enrollment process
              • Reviewing dealer parts statements

                        • Process program cancellation requests

                        • Determines the appropriate route for escalating complex issues based on the type of expertise required
                        • Document status of all interactions indicating appropriate outcome and follow up requirements
                        • Establish a rapport and build confidence in the brand recognition by proactively promoting company's products and services
                        • Take personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise - consistently courteous with customers
                        • Achieve 'world-class' service with each member where 'world-class' is defined as consumers having a uniquely pleasant experience, feeling they received valuable service and knowledge from a competent professional while educating the customer on client products and services.
                        • Utilize all resources, including the call specific applications, to obtain the correct answer for the customer
                        • Document all actions in the appropriate call tracking system
                        • Identify and relay to Team Leader areas for improvement within the inquiry and concern resolution processes
                        • Communicate customer service problem to Team Leader when necessary
                        • Support operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction
                        • Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies
                        • Performs additional responsibilities or projects as assigned


                          • Minimum high school diploma required; college degree preferred


                            • Six (6) months of customer service/sales experience in a contact center operations environment desired
                            • Experience with customer contact system desired
                            • Understanding of dealership operations and processes are desired
                            • Microsoft Office (Word, Excel, Outlook)


                              • Bilingual Spanish and French verbal and written skills required for identified position(s)
                              • Strong listening and communications skills (written and oral); ability to understand and diffuse upset customers
                              • Ability to think logically and solve problems
                              • Ability to work in a team for the success of the program and support co-workers, leadership, and/or clients as needed
                              • Ability to multitask effectively
                              • Demonstrates a high degree of professionalism at all times
                              • -Customer service, interpersonal, and relationship-building skills
                              • Strong organizational, time management, planning, and problem-solving skills
                              • Team building skills, to work well within a close team environment - self-sufficient, resourceful and works well with minimal supervision


                                • Must be able to interact with all internal and external departments and contacts
                                • Must represent Percepta professionally with all clients and external organizations and contacts

Keywords: Percepta, Dearborn , Rewards Guide, Other , Dearborn, Michigan

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