California Concern Specialist

About the position At Percepta, we bring first-class service across each market we support. As a California Concern Specialist in 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 California Concern Specialist is the single point of contact for California customers and dealers, managing cases from initial inquiry through resolution. The role blends EV product expertise, empathetic customer care, and dealer liaison work, ensuring fast, pleasant, and compliant resolutions that earn and retain loyalty. You’ll guide customers through charging, incentives, and ownership support; coordinate with dealerships, OEM teams, SMEs, and Field Service Engineers; and use satisfaction tools (financial assistance, service plans, payments, and maintenance plans) within your delegation of authority.

Responsibilities

• Customer & Dealer Case Ownership
• Act as the single point of contact for customers and dealers, managing cases end-to-end from initial inquiry through resolution.
• Handle inbound/outbound calls, emails, SMS, and webform requests with professionalism, empathy, and efficiency.
• Actively listen and guide interactions to achieve timely, effective outcomes while maintaining control of the conversation.
• Document all interactions accurately in CRM systems; maintain timelines, commitments, and next steps.
• Return emails and voicemails promptly; follow up with customers and dealers as promised.
• Resolution & Escalation
• Use customer satisfaction tools (Financial Assistance, Service Component Plan, Extended Service Plan, Vehicle Payments, Maintenance Plans) within delegated authority; escalate for leadership approval when necessary.
• Develop repair or financial assistance plans collaboratively with dealers; ensure clear documentation and case progression.
• Tenaciously track parts delays—escalate, monitor, and resolve to minimize downtime.
• Assist dealerships with warranty/ESB claims and technical assistance requests; confirm resolution and close the loop.
• EV Product & Program Expertise
• Serve as a resource for EV product knowledge, including battery health, charging options, range, maintenance, and telematics.
• Guide customers through California-specific incentives, rebates, and compliance requirements.
• Support dealers with RAV uploads, ESP requests, and EV-specific service plans.
• Technical Troubleshooting & IT Support
• Troubleshoot technical issues with home and public charging systems.
• Assist electricians with installation, setup, and intelligent backup power for home charging stations.
• Provide mobile troubleshooting support and layout guidance for EV-related systems.
• Manage IT escalation tickets related to AutomotivePass issues, public charging, home charging, and adapters.
• Submit Return Manufacturer Authorizations (RMAs) for home charging units and adapters.
• Case Management Discipline
• Apply strong time management to move cases from initial concern to resolution within client timelines.
• Keep promises—deliver proactive updates on status and ETAs to protect customer confidence and brand loyalty.
• Meet expected customer service levels and CX objectives (survey scores, performance metrics).
• Communication & Relationship Building
• Provide an exceptional customer experience by building trust and enthusiasm throughout the resolution process.
• Exhibit strong verbal and written communication skills; maintain professionalism in demeanor and appearance.
• Offer feedback to management for continuous improvement and collaborate effectively with team members.
• Work calmly under pressure and exercise sound judgment to achieve customer satisfaction.
• Technical & Administrative Skills
• Proficient in MS Office, CRM systems (e.g., Microsoft Dynamics), and multi-screen navigation.
• Skilled in typing and capturing information accurately during live interactions.
• Utilize technology and knowledge bases to resolve customer issues efficiently.
• Bilingual skills (e.g., Spanish) preferred to support California’s diverse customer base.

Requirements

• High School Diploma required; Associate or Bachelor’s degree preferred
• 2+ years’ experience in a Customer Relations Contact Center or hospitality industry
• 2–4 years in customer support, case management, or dealership operations; EV or automotive service experience preferred
• Proven success as a single point of contact managing complex cases end‑to‑end
• Strong phone/email/SMS communication; high empathy and professionalism
• Ability to navigate incentives and policies and synthesize guidance quickly for customers and dealers
• Documentation discipline in CRM/case tools; excellent follow‑up and organization (verbal/written)
• High level of trust and integrity
• Strong verbal and written communication skills
• Detailed listening skills
• Strong customer service, interpersonal and relationship building skills
• Time management and ability to prioritize projects and customer needs
• Conflict resolution skills – listen to the customer
• Exercise good service and business judgment with end goal of customer satisfaction
• Excellent English language, oral and written, with grammatical knowledge and etiquette
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to work calmly under pressure
• Displays professionalism in demeanor, language and appearance
• Ability to blend personality with professional demeanor to provide the customer with a comfortable conversation
• Use of technology for product resourcing to resolve customer issues
• Ability to work through multiple computer screens
• Typing Skills – ability to listen and capture information at the same time
• Knowledgeable in MS Office, Email, Texting
• Experience with Microsoft Dynamics (Customer Contact system) an asset
• Must be able to interact with all internal and external departments and contacts
• Must represent Percepta professionally with all customers and external organizations and contacts
• Hybrid; align support hours with Pacific Time; occasional travel to California dealers/OEM meetings

Nice-to-haves

• Experience in a luxury field (hospitality or brand product) a plus
• Knowledge of the automotive industry a plus
• Bilingual (e.g., Spanish) language skills preferred to support California’s diverse customer base is preferred

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• 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)

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