Job Details

Rewards Representative - Dearborn Automotive Industry

Company name
TeleTech Holdings, Inc

Location
Dearborn, MI, United States

Employment Type
Full-Time

Industry
Sales, Customer Service

Posted on
Jun 26, 2020

Valid Through
Oct 09, 2020

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Profile

Rewards Representative - Dearborn Automotive Industry','02P8P','Individual Contributor','!*! Expect more than a job!   Our values are the heartbeat of our organization and we live, breath and play by them every day. Join our team as a Rewards Associate 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 contributionsRespect – a team that is accountable, dependable and gives you their full attentionProactive – to surround yourself with solution-oriented people who strive to improve themselves, others and the organizationCareer growth and lots of learning opportunities for aspiring mindsDiversity - be a part of our growing diverse and community-minded organization that is all about having funCompetitive 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 Associate provides exceptional customer service support for the automotive 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 Associate 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 channelsCorresponding with customers via mail channel as appropriateResponsible for reviewing customer concerns and inquiries, determining the appropriate actions based upon job aids and existing desktop solution tools, and taking the appropriate actionRewards Guides may be assigned to specialize, but will be cross-trained to support the functions of two automotive brandsProvide 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 uploadsWebsite assistance to dealers and field personnelDealer enrollment processReviewing dealer parts statements Process program cancellation requestsDetermines the appropriate route for escalating complex issues based on the type of expertise requiredDocument status of all interactions indicating appropriate outcome and follow up requirementsEstablish a rapport and build confidence in the automotive brand recognition by proactively promoting automotive products and servicesTake personal ownership and accountability for meeting customer needs, demonstrating appropriate levels of empathy, enthusiasm, skill and expertise – consistently courteous with customersAchieve ‘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 customerDocument all actions in the appropriate call tracking systemIdentify and relay to Team Leader areas for improvement within the inquiry and concern resolution processesCommunicate customer service problem to Team Leader when necessarySupport operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfactionMaintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologiesPerforms 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 desiredExperience with customer contact systems desired – including chatUnderstanding of dealership operations and processes are desiredMicrosoft Office (Word, Excel, Outlook)  Skills  Strong listening and communication skills (written and oral); ability to understand and diffuse upset customersAbility to think logically and solve problemsAbility to work in a team for the success of the program and support co-workers, leadership, and/or clients as neededAbility to multitask effectivelyDemonstrates a high degree of professionalism at all timesCustomer service, interpersonal, and relationship-building skillsStrong organizational, time management, planning, and problem-solving skillsTeam 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     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. ','_Customer Care Representative','US-MI-Dearborn','','Rewards Representative - Dearborn Automotive Industry

Company info

TeleTech Holdings, Inc
Website : http://www.teletech.com

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