Customer Service Case Manager

Requisition Title

: Customer Service Case Manager (04DBA)

US-FL-Melbourne

Description

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 creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

What You’ll Be Doing

As a Customer Service Case Manager, you'll play a key role in creating exceptional customer experiences and building lasting relationships with customers and prospective buyers on behalf of a globally recognized leader in automotive products and services. By actively listening, understanding each customer's unique needs, preferences, and concerns, you'll provide personalized support, expert guidance, and timely solutions that inspire confidence and loyalty. You'll be empowered to make customer-focused decisions, leverage a variety of satisfaction and resolution tools, and take ownership of each case from start to finish. If you're passionate about helping others, solving problems, and making a meaningful impact, this is an opportunity to build rewarding relationships while representing a trusted global brand.

During a Typical Day, You’ll

Deliver an exceptional customer experience by building trust and guiding customers throughout the pre-purchase journey, including vehicle information, availability, specifications, promotions, products and services, and dealer connections.

Serve as a knowledgeable resource for product and service information while handling inbound calls, emails, and chats in a professional, courteous, and customer-focused manner.

Actively listen to customers, identify their needs, and take ownership of resolving inquiries and concerns using available resources, including dealerships, service personnel, subject matter experts (SMEs), leadership, and field service engineers.

Act as a liaison between customers, dealerships, and internal support teams, ensuring timely follow-up, prompt responses to emails and voicemails, and a seamless customer experience.

Accurately document customer interactions, maintain organized case records, and utilize customer satisfaction tools, including financial assistance, service plans, payments, and maintenance plans, to achieve effective resolutions.

Support business initiatives by participating in marketing, sales, and special event activities while meeting individual and team performance goals.

Provide feedback and recommendations to leadership to support continuous improvement, operational excellence, and departmental growth.

Collaborate effectively with team members, demonstrating strong organizational, verbal, and written communication skills while supporting colleagues as needed.

What You Bring to the Role

High school diploma required; an associate's or bachelor’s degree is preferred

A minimum of two (2) years of experience in customer service, call center, hospitality, public relations, or sales

Experience in a luxury field (hospitality or brand product) is a plus

Knowledge of the automotive industry is a plus

Strong verbal and written communication skills

Strong customer service, interpersonal, and relationship-building skills

Excellent English language (oral and written), with grammatical knowledge and etiquette

Typing skills (minimum of 30 words per minute)

What You Can Expect

Starting pay rate of $18.34 per hour

Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options

Traditional 401(k) Retirement Plan

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement and Training & Development Programs (Percepta College)

Employee Assistance Program (EAP)

Employee Discount Program Award-Winning Employee Rewards & Recognition Program (Perci Perks)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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.