Concierge Customer Service Representative

Percepta, a joint venture with TTEC that delivers customer experience services, is seeking a Concierge Customer Service Representative. The role supports luxury automotive customers by handling inquiries, resolving technical and billing issues, maintaining customer records in CRM systems, and driving customer loyalty through personalized service.

Responsibilities:

• 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

Requirements:

• A High School Diploma (required)
• 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
• 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
• an associate or Bachelor's degree (preferred)