At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Customer Service Case Manager workingonsitein Houston, TX, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Bilingual Spanish Customer Service Case Manager will work with customers to earn and retain their loyalty by showing appropriate empathy and resolving their concerns in the fastest and most pleasant means possible. They will also resolve a range of concerns by carefully listening to the customer and leveraging skills learned during training combined with knowledge base tools to ensure their questions are answered and that they have a positive view of our client’s brand throughout the case management process.

During a Typical Day, You’ll

Provide an exceptional customer experience with a focus on building a relationship of trust and enthusiasm while guiding the customer from their initial contact through case resolutionAct as a resource of all product knowledge and service supportActively listens to the customer while controlling the interaction to lead the customer in a professional and efficient mannerAct as a liaison between customer, service support, and dealership by following up to ensure customer satisfactionBe responsible for handling inbound customer calls in a helpful, courteous, and professional manner, displaying knowledge and concern for their needsBe responsible for handling emailsExhibit strong follow-up and organizational skills, in both verbal and written communicationBe responsible for resolving customer issues using all available resources, including Dealers (i.e. Service Personnel, Subject Matter Experts (SMEs), Leadership, and Field Service Engineers)Return all email and voice mail messages promptly and follow up with customers and dealers as committedBe responsible for documenting all customer interactionsWhen necessary, use applicable customer satisfaction tools to resolve customer issues - tools include financial assistance, service plans, payments, and maintenance plansMeet specified goals as set forth by managementProvide feedback to management for the continued and improved performance of the department to foster positive results and growthWork as a team player – assist other team members when in need of supportPerform other duties as assignedHandle Case Management, which includes:Practical application of time management is critical as specialists will focus on handling cases from initial concern to resolutionSpecialists will be trained on processes that include understanding local lawsSpecialists will need to handle cases within the client’s established timelineSuccessful agents in this role will utilize resources including an onsite Knowledge Base, Dealerships, local resources, and Tech SMEs for case progressionKeeping promises is critically important to agent success and customer satisfaction - Customer Service Case Managers must follow up with customers on updates and timelines as these lead to a poor customer experience and diminished brand loyalty

What You Bring to the Role 

Fluent in Spanish and English (both written and verbal)High school diploma required; Associate or bachelor’s degree preferredTwo (2) years of experience in a Customer Relations Contact Center or hospitality industryExperience in a luxury field (hospitality or brand product) is a plusKnowledge of the automotive industry is a plusHigh level of trust and integrityStrong verbal and written communication skillsDetailed listening skillsStrong customer service, interpersonal, and relationship-building skillsTime management and ability to prioritize projects and customer needsConflict resolution skills – listen to the customerExercise good service and business judgment with the end goal of customer satisfactionExcellent English language, oral and written, with grammatical knowledge and etiquetteAbility to sway the opinion of others through verbal and/or written correspondenceAbility to work calmly under pressureDisplays professionalism in demeanor, language, and appearanceAbility to blend personality with a professional demeanor to provide the customer with a comfortable conversationUse of technology for product resourcing to resolve customer issuesAbility to work through multiple computer screensTyping Skills (minimum 30 words per minute)Knowledgeable in Microsoft Office, Email, TextingExperience with Microsoft Dynamics (Customer Contact system) an assetMust be able to interact with all internal and external departments and contactsMust represent Percepta professionally with all customers and external organizations and contacts

What You Can Expect 

Pay rate of $21.50 per hour, inclusive of the base pay of $19.50 per hour + $2.00 per hour premium for the bilingual Spanish skillHealth/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition Reimbursement Employee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)

A Bit More About Your Role

In this role, the Customer Service Case Manager is the single point of contact for the customer, taking both initial inbound calls and managing those related cases. The Customer Service Case Manager will liaise with our clients, dealerships, and subject matter experts as needed to resolve cases as quickly as possible. The Customer Service Case Manager is empowered to make decisions using customer satisfaction tools to resolve customer concerns and to ensure customer loyalty.

The Customer Service Case Manager may receive general inquiry calls, which they will attempt to address or warm transfer to a tier-1 Customer Service Representative as needed.

Customer interaction will be accomplished through a combination of inbound/outbound phone, email, and other correspondence.

The Customer Service Case Manager is responsible for meeting expected customer service levels and achieving Customer Experience objectives relative to their after-call and after-case customer survey scores.

About Percepta 

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. 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 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

CareerGrowth – 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 offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, 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. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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