Buyback Specialist

Buyback Specialist

At Percepta, we bring first-class service across each market we support. As aBuyback Specialist inMahwah, NJ, 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 Buyback Specialist is the single point of contact for Dealers, Customer Experience Agents, and Dealer Experience Agents for lemon law and buyback inquiries. There will be daily contact with Dealer Principals, Field Personnel, and Dealership Service and Sales Management, CX, and DX teams at assigned Dealers and Zones.The Buyback Specialist will gather information in order for the client to make buyback and/or Goodwill decisions using resources and references for each state’s individual buyback criteria to evaluate eligibility. The Buyback Specialist will act as the liaison between the CX or DX and the dealer or customer for review and inquiries related to buyback activities, as well as manage all cases they are assigned to ensure the client is able to provide a quality, timely, fair, and professional response.

During a Typical Day, You’ll

·Responsible for outbound and inbound calls to support case handling

·Responsible for gathering and following up on information related to repair history

·Resource for Zone Manager and Dealer inquiries regarding policy & procedures

·Assist in providing Fleet and Retail case handlers with information related to the buyback inquiry and lemon law review

·Monitor repairs and parts delays to aid in making decisions related to lemon law and buyback

What You Bring to the Role 

·High School Diploma or GED required; Associates or Bachelor’s degree preferred

·3 - 5 years’ prior use of verbal/written communication in previous employment

·3 – 5 years’ Problem Resolution in a customer contact environment

·3 – 5 years’ customer service experience with decision-making authority

·Experience with dealer operations and handling escalated customer issues is an asset

·Knowledge of Customer Contact Process and Guidelines, Escalated Handling Process, Customer Arbitration, and Warranty Program is an asset

·Experience in the automotive industry preferred

What You Can Expect 

·Base pay of $25 per hour

·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)

A Bit More About Your Role 
Hours are Monday to Friday, 9 am to 6 pm ET.

Skills

·Strong customer service and conflict resolution skills with a commitment to quality and customer satisfaction

·Exercise good judgment in problem resolution

·Ability to work well within a close team environment, self-sufficient, resourceful, and works well with minimal supervision

·Ability to build relationships with dealer and field management and adapt approach to different management styles

·Ability to communicate clearly and correctly

·Strong organizational, time management and problem-solving skills

·Strong 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 navigate a computer, internet, applications successfully

·Typing skills – accurately type minimum 30 words per minute

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 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.

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