Job Details
Job Description **Requisition Title**
: Senior Customer Service Representatives ( 02UEA ) we bring first-class service across each market we support. As a **Senior Customer Service Representative**, youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.**What Youll Be Doing**
The **Senior Customer Service Representative** will work with customers and prospective buyers through a combination of inbound/outbound calls. They are the point of contact for any contractual inquiries, expansion opportunities, escalations, and cancellations. This will be accomplished by creating relationships based on understanding the customers needs, concerns, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. The **Senior Customer Service Representative** manages the contractual relationship between the client and the customer in this role. * Provide an exceptional customer experience
* Establish clear retention goals and a strong advisory relationship with client management to understand their needs and align our products and services
* Understand the use of technology, scripts, and product knowledge
* Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
* Design and implement activities to continually improve the value and impact of our products and services
* A High School Diploma (required); a n associate or Bachelors degree (preferred)
* Four (4) years of experience in training, public relations, sales, marketing, or customer service
* Experience with customer contact systems
* Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers
* Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools, and take the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
**About Percepta**
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. **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.