Call Center Representative- Plymouth, MI **THIS POSITION IS LOCATED IN PLYMOUTH, MICHIGAN. ** **** DUE TO BUSINESS NEEDS, THE HOURS OF OPERATION FOR THIS POSITION WILL BE 10:30 AM- 7:00 PM; Monday-Friday *To be considered for the call center customer service agent position, applicants MUST complete the pre-hire assessment that appears after the application is complete. ** ** Call Center Agent- Customer Service Representative Career Field: Call Center, Customer Service, Contact Center _ *Preferred Background: Experience with Call Center Metrics (Average Handle Time, Abandon Rate, Average wait time, KPI) _ CALL CENTER AGENT POSITION SUMMARY: The Call Center Customer Service Agent is responsible for providing prompt, courteous and accurate information to customer inquiries and in placing orders. **CORE DUTIES & RESPONSIBILITIES: **Perform all responsibilities with consistent reliability including: Accurately respond to customer inquiries Provide support for on-line applications. Initiate outbound contacts, as appropriate. Document customer contacts, as appropriate. Utilize appropriate resources to respond to internal and external customer inquiries Identify and report all concerns regarding the programs to the Sr. Business Analysts or Team Leader as necessary. Perform administrative tasks as assigned. Complete training courses as directed by Operations and/or Training. Perform additional responsibilities as needed. **ADDITIONAL RESPONSIBILITIES: ** Help identify process improvements and best practices for the Team. Develop and maintain professional working relationships. Understand, adhere to, and support, all Percepta and Client Quality Systems and initiatives. Meet or exceed performance expectations including but not limited to: productivity, accessibility, and quality assurance. Adhere to Call Center Policies and Procedures. **YEARS OF EXPERIENCE REQUIRED: **1-3 years of Customer Service/Call Center Experience Required **EDUCATION: ** High School Diploma required. Associates degree or 2+ years college preferred. **EXPERIENCE: ** PC Navigation / good computer and typing skills. Ability to run several windows applications simultaneously. Ability to troubleshoot and analyze problems. **SKILLS: ** Excellent customer service ability. Ability to maneuver through various systems to provide the dealer accurate information Demonstrates leadership qualities. Displays professionalism and positive attitude. Ability to effectively communicate with customers, managers, and co-workers. Strong oral and written communication skills. Time management and organizational skills. Ability to work well with others. Willingness to take on new assignments. Reliability. Ability to multi-task. Good listening skills Percepta offers great benefits including Medical, Dental, Vision, 401(k) with company match, Tuition Reimbursement and discounts on different products and services!. 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. **Primary Location: **US-MI-Plymouth **Work Locations: ** **Organization: **Percepta