Concierge Customer Service Representative

Job Description

Job Description

Requisition Title: Concierge Customer Service Representative (041ZO)
US-NC- AshevilleDescription

At Percepta, we bring first-class service across each market we support. As a Concierge Customer Service Representative working from home in Asheville, NC , 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

Do you have a passion for service and helping others? Our Concierge Specialists provide customized, easy, effortless experiences to some of the most beloved automobile brands in the world. We support luxury customers by creating relationships based on understanding customer needs, concerns, lifestyle, and preferences. In this role, team members are empowered to make decisions and think creatively - whatever is needed to drive customer loyalty.

During a Typical Day, You’ll ·

• Own the customer experience from the very beginning to the end - build rapport and anticipate needs through authentic connection and curiosity with customers.
• Promptly process and answer/resolve customer inquiries, concerns or technical questions, determine the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Understand the use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner.
• Provide recommendations to leadership regarding the resolution of recurring problems. Assist in the formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products, and technologies.
• Partner with other vendors as necessary for troubleshooting and resolution.
• Research and resolve billing or payment issues.
• Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customer contacts manage follow-up log and audit documentation of customer files.
• Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.
• Recommend changes to departmental policies and procedures to improve support services provided to the customer, as needed keep the Supervisor informed of any issues as they arise.
• Attend team meetings, 1 on 1s, focus groups, and training sessions as scheduled.
• Handle additional projects and assignments as needed and fit individual skillset.

What You Bring to the Role

• A High School Diploma (required); an associate or Bachelor’s degree (preferred)
• Four (4) years of experience in training, public relations, sales, marketing, or customer service
• Experience with customer contact systems
• Must live within a commutable distance of Asheville, NC.

What You Can Expect

• Starting pay rate of $17.50 per hour
• 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

• Hours of operation are Monday to Friday 7 am to 9 pm and Saturday 9 am to 6 pm ET.
• Strong customer service skills
• Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology
• Solid computer skills, internet-savvy, and experience using CRM software

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. As a Percepta team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions
• Respect – a team that is accountable, dependable, and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth – lots of learning opportunities for aspiring minds
• Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.