Luxury Customer Service Representative
Posted on: January 16, 2022
At Percepta, we bring first-class service across each market we
support. As a - Luxury Customer Service Representative -in -
Asheville, NC , you'll be a part of the Jaguar Land Rover Concierge
team, creating and delivering amazing customer experiences, while
also enjoying the satisfaction of being part of a unique
What You'll Be Doing
Do you have a passion for service and helping others? - Our Luxury
Customer Service Representatives 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,
lifestyle, 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
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
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
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 and one-on-on meetings, focus groups, and training
sessions as scheduled.
Handle additional projects and assignments as needed and fit
What You Bring to the Role
High school diploma required; Associate's or bachelor's degree is a
1 - 2 years of -experience in customer service, training, public
relations, sales, or marketing
Previous experience supporting customers through phone interaction
Experience or interest in working with technology is preferred
Experience with customer contact systems is required
Strong customer service skills
Experience with and appreciation for electronic devices and
computers, along with a willingness and ability to quickly learn
Solid computer skills, internet-savvy, and experience using CRM
What You Can Expect
Pay rate of $17.25 per hour
Flexible Spending Account (FSA) and Health Savings Account
401(k) with company match
Vacation/Sick Time and Paid Holidays
Employee Assistance Program
Employee Discount Program
Training and Development Programs (Percepta College)
Employee Rewards Program (Perci Perks)
Established in 2000, Percepta has contact centers across the globe
that proudly deliver a frictionless customer experience to our
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
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
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
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.
Keywords: Percepta, Asheville , Luxury Customer Service Representative, Sales , Asheville, North Carolina
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