Percepta
3/15 Customer Service/ Scheduling Specialist
At a glance
Location: US-NC-Asheville Map
Posted: 02/25/2021
Closing: 03/24/2021
Degree: High School
Type: Full-Time
Experience: 1 to 2 years
Percepta
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 Customer Service / Scheduling Specialist 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 the value in your contribution
  • 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 Customer Service / Scheduling Specialist will work with customers and prospective buyers through a combination of inbound/outbound phone and email with post sale and scheduling installation of devices within the customer’s fleet.  This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, and preferences by carefully listening to the customer, providing knowledge and resources and resolving issues in a timely basis.  In this role, the Customer Service Specialist (CSS) will locate 3rd party installers and coordination of work to be completed while meeting the customer expectations.  The position is also responsible for ensuring satisfaction that the device installation was completed, fully functioning and operating.  General questions on non-standard product specific questions are provided by the Customer Service Specialist and concerns relative to non-functioning devices or any issues related to troubleshooting are referred and transferred to customer care. 

Responsibilities 

  • Provide an exceptional customer experience with focus on building a relationship of trust and enthusiasm while assisting the customer with device installation for customer’s fleet, to include:
  • Device knowledge, availability and price
  • Scheduling 3rd party installation and ensuring proper coordination of dates/times that are convenient for the customer
  • Assist with specifications of vehicle devices
  • Assist with customer/3rd Party installer connection
  • Educate the customer on products and services
  • Act as a resource of all product knowledge and service support
  • Actively listens to the customer while controlling the interaction to lead the customer in a professional and efficient manner
  • Act as a liaison between customer and 3rd party installers by following up to ensure customer satisfaction including follow up contact after installation has been completed
  • Exhibit strong follow up and organizational skills, in both verbal and written communication
  • Responsible for assisting customer with general products questions and transferring any non-functioning device or issues relating to troubleshooting to customer care
  • Return all email and voice mail messages promptly and follow up with customers and dealers as committed
  • Responsible for documenting customer inquiries, scheduling and concerns 
  • When necessary, use applicable customer satisfaction tools to resolve customer issues during the scheduling and installation process 
  • Ability to meet specified goals as set forth by leadership
  • Provide feedback to management for the continued and improved performance of the department to foster positive results and growth
  • Work as a team player – assist other team members when in need of support
  • Other duties as assigned 

Education

  • High School Diploma required

Experience

  • 1-2 years’ experience in training, public relations, sales, marketing or customer service 

  •  Experience with customer contact systems is required

  •  Experience or interest in working with technology is preferred 

  • Previous experience supporting customers through phone interaction preferred 

Job requirements

  • High level of trust and integrity
  • Strong verbal and written communication skills
  • Detailed listening skills
  • Strong customer service, interpersonal and relationship building skills
  • Time management and ability to prioritize projects and customer needs
  • Conflict resolution skills – listen to the customer
  • Exercise good service and business judgment with end goal of customer satisfaction
  • Excellent English language, oral and written, with grammatical knowledge and etiquette
  • Ability to sway the opinion of others through verbal and/or written correspondence
  • Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
  • Use of technology for product resourcing to resolve customer issues
  • Typing Skills (minimum 30wpm)
  • Knowledgeable in MS Office, Email, Texting and Chat
  • Ability to work through multiple computer screens
  • Ability to work calmly under pressure
  • Displays professionalism in demeanor, language and appearance 

Other  

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

3/15 Customer Service/ Scheduling Specialist