Customer Relationship Service Representative - Percepta

The Concierge Specialist provides support for the Client and experiences the satisfaction of being part of a unique culture. You will also 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, lifestyles, 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 take 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.

What You Bring to the Role

•High School Diploma or equivalent required; Associate or bachelor's degree preferred

•1 to 2 years of experience in training, public relations, sales, marketing, or customer service

•Previous experience supporting customers through phone interaction preferred

•Experience or interest in working with technology is preferred

•Experience with customer contact systems is required

What You Can Expect

•Starting pay rate of $17.50 an 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

•Ensure that all customer contacts are properly logged into Reveal CRM, ensure that VZ has accurate contact information on the customer, manage and audit of documentation of customer files

•Use additional resources and escalation points including diagnostic information, technical manuals, and call history logs 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 skills.

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 every day. 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.

As a condition of employment, 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. 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.

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