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. -
Summary
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.
Responsibilities
- 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
Education
- Minimum high school diploma required; college degree
preferred
Experience
- 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)
Skills
- 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
Other
- 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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