DescriptionAt 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 DoingThe Concierge Customer Service Representative will work with customers and prospective buyers through a combination of inbound/outbound calls. They are the point of contact for any contractual inquiries, expansion opportunities, escalations, and cancellations. This will be accomplished by creating relationships based on understanding the customer’s needs, concerns, and preferences by carefully listening to the customer, providing knowledge and resources, and resolving issues in a timely basis. The Concierge Customer Service Representative manages the contractual relationship between the client and the customer in this role.During a Typical Day, You’ll
Provide an exceptional customer experience
Establish clear retention goals and a strong advisory relationship with client management to understand their needs and align our products and services
Understand the use of technology, scripts, and product knowledge
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
Design and implement activities to continually improve the value and impact of our products and services
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
What You Can Expect
Starting pay rate of $17.25 per 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
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.
About PerceptaEstablished 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.
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.#LI-RemotePrimary Location: US-NC-AshevilleReq ID: 03V0M