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Title:   Customer Care Rep/ Help Desk Support
Inbound Operations
2130
Melbourne
FL
 
Full Time

POSITION DESCRIPTION:

Position Overview:


The Web Support Group provides technical support for web-based systems  to the Client. The Business Analyst (Customer Care Rep) is the initial contact for Client personnel.  The Business Analyst listens to customer inquiries and provides an accurate and timely response to the customer. 


Duties and Responsibilities


·         Perform all Business Analyst responsibilities with consistent reliability
Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
o        Accurately respond to customer inquiries
o        Document customer contacts
o        Initiate outbound contacts as appropriate
o        Provide on-line support for applications
o        Utilize available resources to respond to internal and external customer inquiries
·         Help identify process improvements and best practices for the team
·         As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information
·         Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader or Manager
·         Meet or exceed performance expectations including but not limited to:  productivity, accessibility and quality assurance
·         Adhere to, and support all Percepta and business and quality initiatives and company policies and procedures
·         Attend and participate in team meetings
·         Act as a mentor to less experienced teammates which includes:
o        Training new team members
o        Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader
o        Demonstrate leadership capabilities
·         Complete training courses as directed by Operations and/or Training
·         Complete additional tasks and projects as needed 

 


POSITION REQUIREMENTS:
Experience

  • Desired Experience includes:
  • Dealership communication experience
  • Knowledge of software installation and troubleshooting
  • Required Experience includes:
  • Internet browser troubleshooting and email technology
  • Working in a Windows Environment, Microsoft Office Suite, Internet Explorer, Java, Macromedia and Flash 
  • Experience on email technology (SMTP)
  • 1 -2 years customer service experience

 

 
 
Skills

  • Excellent customer service ability
  • Ability to maneuver through various systems to provide the dealer accurate information
  • Typing Speed of 30 WPM or greater
  • Displays professionalism and positive attitude
  • Ability to effectively communicate with customers, managers and co-workers
  • Strong written and oral communications
  • Time management and organizational skills
  • Willingness to take on new assignments
  • Reliability
  • Ability to multi-task  

What We Offer
  • Health benefits for full time employees including Medical & Dental coverage.
  • Paid time off.
  • Discounts on new vehicle purchases.
  • Discounts with local businesses and for entertainment venues.
  •  Outstanding employee recognition programs and events.


As a Percepta employee, you will experience a work environment that is built on a foundation of the following values:


Treat people with dignity and respect.
Demonstrate integrity in the way we conduct business and treat each other.
Promote effective teamwork and open communication.
Be proactive.
Continually innovate and improve.
Execute with commitment, speed and quality.
Foster, embrace and reward a performance based culture 
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If you need reasonable accommodation to complete the on-line application, please contact the Human Resources Department.
 
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