Customer Relationship Service Representative
Percepta LLC, Asheville, NC, United States
Customer Relationship Service Representative (04BIV)
Location: Asheville, NC
Responsibilities
Own the customer experience from the very beginning to the end, building rapport and anticipating needs through authentic connection and curiosity with customers.
Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determining appropriate actions based on 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 listen 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 and assist in the formulation of problem‑solving techniques for newly discovered issues.
Maintain exceptional product knowledge as it relates to technical support, remaining 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 Reveal CRM, that VZ has accurate contact information on the customer, and manage/audit 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, and 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.
Qualifications
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.
Benefits
Starting pay rate of $17.50 an 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).
EEO Statement 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.
#J-18808-Ljbffr
Responsibilities
Own the customer experience from the very beginning to the end, building rapport and anticipating needs through authentic connection and curiosity with customers.
Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determining appropriate actions based on 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 listen 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 and assist in the formulation of problem‑solving techniques for newly discovered issues.
Maintain exceptional product knowledge as it relates to technical support, remaining 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 Reveal CRM, that VZ has accurate contact information on the customer, and manage/audit 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, and 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.
Qualifications
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.
Benefits
Starting pay rate of $17.50 an 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).
EEO Statement 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.
#J-18808-Ljbffr