Concierge Customer Service Representative

Percepta LLC; Asheville (NC); Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Concierge Customer Service Representative, where your passion for service will shine! In this role, you will create exceptional customer experiences for luxury automobile brands, utilizing your problem-solving skills and technical knowledge. You'll have the opportunity to build relationships with customers, ensuring their needs are met with care and efficiency. This position offers a unique culture that values teamwork, respect, and proactive solutions. If you're looking to grow in a supportive environment while making a real difference, this is the perfect opportunity for you!

Benefits

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k) with company match

Vacation/Sick Time

Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Qualifications

• 4+ years in customer service or related fields required.
• Experience with customer contact systems is essential.

Responsibilities

• Own the customer experience from start to finish.
• Promptly resolve inquiries and maintain accurate records.

Skills

Customer Service

Problem Solving

Communication Skills

Technical Support

CRM Software

Education

High School Diploma

Associate Degree

Bachelor's Degree

Tools

CRM Systems

Technical Manuals

Job description

Job Description - Concierge Customer Service Representative (041ZO)

Requisition Title

Concierge Customer Service Representative (041ZO)

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.

• 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
• 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)

A Bit More About Your Role

• 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, 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 everyday. 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.