Customer Relationship Service Representative

    • Asheville, NC

Expect more than a job.

Our values are the heartbeat of our organization and we live, breath and play by them every day. Join our team as a Customer Care Representative and experience the satisfaction of being part of a unique culture. 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 and 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.
Summary

The Customer Care Representative is responsible for providing timely and professional customer service in response to inquiries or concerns; confirmation of the device installation, activation and reporting; troubleshooting minimal issues and ensuring proper escalation of issues outside of the Customer Care 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.

Responsibilities

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 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.
Ensure that all customer contacts are properly logged into device, ensure that the client has accurate contact information on the customer, manage and audit of documentation of customer files.
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, 1-1's, 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.
Education

· High school diploma or GED required.

Experience

· One (1) year customer service experience.

Skills

· Strong written and oral communication skills with all levels of the organization

· Strong customer service, interpersonal and relationship-building skills

· Strong multi-tasking skills

· Strong organizational, time management, planning and problem-solving skills

· Strong Team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

· Ability to demonstrate a high degree of professionalism

· Working knowledge of computers

Other

· Must be able to interact with all internal and external departments and contacts.

· Must represent Percepta professionally with all clients and external organizations and contacts.

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.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.

Percepta LLC is a customer contact center that provides global management services and solutions.

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