Melbourne, Florida, United States · On-site
IVT Research Escalations Specialist At Percepta, we bring first-class service across each market we support. As a IVT Research Escalations Specialist in Melbourne, Florida, you’ll be a part of creating and delivering ama…
Skills: Conflict Resolution, Customer Service, Problem Solving, Case Management, Verbal Communication
Krakow, Lesser Poland Voivodeship, Poland · On-site
Data Analyst - Krakow At TTEC, we’re all about the Human Experience. Elevated. As a Data Analyst working from office Krakow, Poland, you will be a part of creating and delivering amazing customer experiences while you al…
Skills: MS Excel, Power BI, SQL, Data Analysis, VBA
Ciudad de México, Mexico · On-site
Manager, Human Capital Services Your potential has a place here with TTEC’s award-winning employment experience. As a Manager, Human Capital Services working on site in Mexico City, you’ll be a part of bringing humanity …
Skills: Human Resources Management, Shared Services Leadership, Employee Data Administration, Payroll Support, Operational Excellence
Dearborn, Michigan, United States · On-site
$16/hr–$22/hr
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Representative working onsite in Allen Park, Michigan, you’ll be part of cre…
Skills: Customer Service, Communication Skills, Technology Savvy, Social Media Applications, Problem Solving
Mahwah, New Jersey, United States · On-site
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual Spanish Customer Support Representative (supporting Volvo Car USA) working on-site in Mahwah,…
Skills: Bilingual Spanish, Customer Service, Roadside Assistance Coordination, Call Handling, Problem Solving
Melbourne, Florida, United States · On-site
Automotive Claims Representative At Percepta, we bring first-class service across each market we support. As a Automotive Claims Representative in Melbourne Florida, you’ll be a part of creating and delivering amazing cu…
Skills: Claims Adjudication, Automotive Technical Knowledge, Negotiation, Customer Service, MS Office
Dearborn, Michigan, United States · On-site
$16/hr–$22/hr
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Bilingual Spanish Customer Service Representative working onsite in Allen Park, Michigan, you…
Skills: Spanish Fluency, English Fluency, Customer Service, Problem Solving, Technical Support
Dearborn, Michigan, United States · On-site
$16/hr–$22/hr
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Concierge Customer Service Representative (specializing in the automotive industry) working o…
Skills: Customer Service, Empathetic Communication, Technical Troubleshooting, Social Media Proficiency, Conflict Resolution
Mahwah, New Jersey, United States · On-site
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual French Customer Service Representative (supporting Volvo Car USA) working in Mahwah, NJ, you’…
Skills: French Fluency, English Fluency, Customer Service, Roadside Dispatching, Omnichannel Support
Melbourne, Florida, United States · On-site
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Case Manager working onsite in Melbourne, Florida, you’ll be part of creatin…
Skills: Customer Service, Case Management, Relationship Building, Active Listening, Conflict Resolution
Melbourne, Florida, United States · On-site
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Care Representative working onsite in Melbourne, Florida, you’ll be part of creating…
Skills: Customer Service, Active Listening, Written Communication, Oral Communication, Time Management
Melbourne, Florida, United States · Remote Solely
Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Customer Service Case Manager (Bilingual French) working fully remote in Melbourne, FL, you’l…
Skills: Bilingual French, Customer Service, Case Management, Active Listening, Relationship Building
Athens, Attica, Greece · Remote OK
Your potential has a place here with TTEC’s award-winning employment experience. As a Dutch-English Customer Success Account Manager working remotely in Greece, you’ll be a part of bringing humanity to business. #experie…
Skills: Dutch Fluency, English Fluency, Outbound Sales, Prospecting, Lead Qualification
Ciudad de México, Mexico · On-site
Bilingual Customer Service Representative – Spanish-English Your potential has a place here with TTEC’s award-winning employment experience. As a Bilingual Customer Service Representative – Spanish-English working in Mex…
Skills: Customer Service, English Fluency, Spanish Fluency, Multitasking, Microsoft Windows
Ciudad de México, Mexico · On-site
Bilingual Service to Sales Representative – Spanish-English Your potential has a place here with TTEC’s award-winning employment experience. As a Bilingual Service to Sales Representative – Spanish-English working onsite…
Skills: Sales Aptitude, Active Listening, Negotiation, Customer Service, Bilingual Spanish-English
Ciudad de México, Mexico · On-site
Bilingual Technical Support Representative –Spanish-English Your potential has a place here with TTEC’s award-winning employment experience. As a Bilingual Technical Support Representative – English-Spanish working in Me…
Skills: Technical Support, Troubleshooting, English Fluency, Spanish Fluency, Call Center Operations
Barranquilla, Atlántico, Colombia · On-site
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Bilingual Sales Development Representative – Spanish-English working in Barranquilla, Colombia, you’ll be a pa…
Skills: Sales Development, Lead Qualification, Bilingual English-Spanish, Customer Relationship Management, Objection Handling
Bogota, Capital District, RAP (Especial) Central, Colombia · On-site
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Bilingual Chat and Voice Customer Service – English–Spanish working in Bogota, Colombia, you’ll be a part of b…
Skills: Bilingual English-Spanish, Customer Service, Written Communication, Verbal Communication, Computer Literacy
Bogota, Capital District, RAP (Especial) Central, Colombia · On-site
Bilingual Service to Sales Representative – Spanish-English Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a As a Bilingual Service to Sales Representative – S…
Skills: Sales Aptitude, Active Listening, Negotiation, Customer Service, Bilingual Communication
Bogota, Capital District, RAP (Especial) Central, Colombia · On-site
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Bilingual Technical Support Representative – Spanish-English working in Bogota, Colombia, you’ll be a part of …
Skills: Technical Support, Troubleshooting, Bilingual Communication, Customer Experience, Written Communication
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Act as the single point of contact for escalated customer cases regarding IVT systems to drive resolution and satisfaction. Manage financial assistance requests and collaborate with internal resources like Zone Managers and Field Service Engineers to resolve non-routine issues.
Requires a high school diploma and 1-2 years of customer service experience, including one year of CRC experience. Candidates must possess strong conflict resolution skills and the ability to type at least 30 words per minute.
IVT Research Escalations Specialist
At Percepta, we bring first-class service across each market we support. As a IVT Research Escalations Specialist in Melbourne, Florida, 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 CRC IVT Escalation Specialist is the single point of contact for Escalated Cases and Customers to address all concerns until resolution. Types of cases that are escalated might include but is not limited to cases involving Sync 3, Navigation, Sync 4 and Over the Air. The Specialist will be empowered to make decisions using customer satisfaction tools to resolve customer concerns. The CRC IVT Escalation Specialist is the lead contact and "owns the call" to resolve assigned escalated cases.
During a Typical Day, You’ll
• Manage cases from an assigned queue(s) and as inbound calls as needed.
• Manage financial assistance requests within agent delegation of authority. Obtain documented Leadership approval if need to exceed.
• Use applicable customer satisfaction tool (s) to resolve and At-Risk vehicle cases (Tools: Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payment, and Maintenance Plans).
• Escalate, monitor, and help resolve Part Delay issues.
• Case review and research customer’s inquiries to resolve issues that are non-routine in nature and gather information in order to determine the most appropriate response to the customer.
• Resolve customer issues to drive satisfaction using all available resources including Zone Managers, Dealers, Subject Matter Experts, Field Service Engineers, IVT/CVS Contacts and Team Leaders (internal resources).
• Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient and professional manner.
• Provides final resolution to customers who have requested to speak with a supervisor.
• Helps identify process improvements and best practices for the Tier 1/IVT team.
• Meet and exceed all performance scores for key metrics stated in the SOW that pertain to the escalation team.
• Provide phone support at any time based off service level needs.
• Ability to provide answers with speed and confidence in real-time to support agents in chat rooms.
• Assist with new launch programs as needed.
• Other duties as assigned.
What You Bring to the Role
• High school diploma required. College degree preferred.
• 1-2 years customer service experience
• 1 year of previous CRC experience
• Problem Resolution in customer contact center environment
• Experience handling escalated customer issues an asset
• Knowledge of Customer Contact Process and Guidelines and Escalated Handling Process
What You Can Expect
• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)
A Bit More About Your Role
• Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction
• Exercise good judgment in problem resolution
• Demonstrates leadership qualities
• Excellent verbal/written communication in previous employment
• Ability to work well within a close team environment, self sufficient, resourceful, and works well with minimal supervision
• Ability to communicate clearly and correctly
• Strong organizational, time management and problem-solving skills
• Multi-tasking skills
• Ability to act on behalf of the company and demonstrate a high degree of professionalism, tact and diplomacy
• Ability to answer and complete phone calls in a timely manner
• Ability to use a desktop computer
• Typing skills – accurately type minimum 30 words per minute
• Must be able to interact with all internal and external departments and contacts. Must represent Percepta & Ford professionally with all clients and external organizations and contacts.
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.
At Percepta, we:
• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
•
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect on the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
#LI-onsite
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.
We’re TTEC (pronounced t.tec). For over 40 years we have been obsessed with one thing: Helping the world’s best brands deliver exceptional customer experiences (CX). We're not just another BPO company. We're CX innovators, with deep understanding of what makes customers happy. We seamlessly blend human expertise with the power of AI to deliver optimized solutions across every touchpoint – from customer care and tech support to sales, collections, and trust & safety.
Offices: 100 Congress Ave, Suite 1425, Austin, Texas 78701, US · 1 Canadian Rd, Oakville, Ontario L6J 5E4, CA · 40 E. Rio Salado Parkway, Suite 150 and 1000, Tempe, Arizona 85281, US · 20101 Hamilton Ave, Suites 100 and 350, Torrance, California 95652, US · 555 Rue Chabanel E, Suite 302, Montreal, Quebec H2N 2J2, CA
We’re TTEC (pronounced t.tec). For over 40 years we have been obsessed with one thing: Helping the world’s best brands deliver exceptional customer experiences (CX). We're not just another BPO company. We're CX innovators, with deep understanding of what makes customers happy. We seamlessly blend human expertise with the power of AI to deliver optimized solutions across every touchpoint – from customer care and tech support to sales, collections, and trust & safety.
Offices: 100 Congress Ave, Suite 1425, Austin, Texas 78701, US · 1 Canadian Rd, Oakville, Ontario L6J 5E4, CA · 40 E. Rio Salado Parkway, Suite 150 and 1000, Tempe, Arizona 85281, US · 20101 Hamilton Ave, Suites 100 and 350, Torrance, California 95652, US · 555 Rue Chabanel E, Suite 302, Montreal, Quebec H2N 2J2, CA
