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Customer Service Specialist

Company: Percepta
Location: Asheville
Posted on: January 16, 2022

Job Description:

Customer Service Representative

At Percepta, we bring first-class service across each market we support. As a - Customer Service Representative , 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
The Verizon (VZ) Reveal Customer Service Representative is responsible for providing timely and professional customer service in response to inquiries or concerns; confirmation of the Reveal device installation, activation and reporting; troubleshooting minimal issues and ensuring proper escalation of issues outside of the Customer Service Representatives scope. - This role is responsible for meeting expected customer service levels; support business performance goals of the program by providing a full range of services ensuring support to the third-party installation technicians.

During a Typical Day, You'll
Promptly processes and answers/resolves inquiries or concerns, determining 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.
Provide thorough and timely confirmation of Verizon Reveal device activation, provide essential troubleshooting consultation and escalate calls appropriately to the Technical Service Support Team.
Develop an understanding of client's line of business to provide best in class service while communicating professional, grammatically correct verbal or written responses to customer inquiries or concerns.
Understand use of technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
Provide technical support & guidance to customers on proper installation techniques, wiring configurations, and product functionality for all Reveal devices as well as providing recommendations on proper device utilization based upon company requirements.
Triage incoming calls and find correct resolution for not only new device installation and device swaps, but also direct any inquiries that fall outside of scope to the correct person(s) or department(s) to ensure proper follow up with the Customer Success Manager and/or appropriate department responsible for resolution.
Ensure that all customer contacts are properly logged into Reveal device, ensure that VZ has accurate contact information on the customer, manage and audit of documentation of customer files.
Utilize a wide variety of client system and CRM tools to aid in assessing and confirming Reveal devices are successfully reporting for service technicians and their business partners.
Master desktop applications, such as CMR tools, Intranet, Search engine, etc.
Employs customer satisfaction tools according to guidelines.
Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise.
Attend team meetings, pep sessions, 1-1s, focus groups, and training sessions as scheduled.
Provides recommendations to Supervisor regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues.
Maintain exceptional product knowledge and as it relates to technical support. - Remains knowledgeable of product and service offerings, current industry products and technologies.
Handle additional projects and assignments as directed.

What You Bring to the Role
High school diploma or GED required.

What You Can Expect
Medical, Dental, Vision
401k with company matching
Company rewards program

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, breath 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 value in 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.

Keywords: Percepta, Asheville , Customer Service Specialist, Hospitality & Tourism , Asheville, North Carolina

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