Concierge Customer Service Representative

About the role

As a Concierge Customer Service Representative working from home in Asheville, NC, you'll be part of creating and delivering amazing customer experiences while contributing to a unique company culture.

Responsibilities

• Provide customized, easy, effortless experiences to luxury customers.
• Create relationships based on understanding customer needs, concerns, lifestyle, and preferences.
• Make decisions and think creatively to drive customer loyalty.
• Build rapport and anticipate needs through authentic connection and curiosity with customers.
• Process and answer/resolve customer inquiries, concerns, or technical questions promptly.
• Determine appropriate actions based on job aids, research, and existing desktop solution tools.
• Actively listen to customers, providing answers while maintaining a professional demeanor.
• Provide recommendations to leadership on resolving recurring problems.
• Assist in formulating problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge related to technical support.
• Partner with other vendors for troubleshooting and resolution.
• Research and resolve billing or payment issues.
• Ensure all customer contacts are logged in the CRM tool for an accurate historical view.
• Manage follow-up logs and audit documentation of customer files.
• Use additional resources and escalate 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.
• 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 skillset.

Requirements

• 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.
• Must live within a commutable distance of Asheville, NC.

Qualifications

• Strong customer service skills.
• Experience with and appreciation for electronic devices and computers, along with a willingness and ability to quickly learn new technology.
• Solid computer skills, internet-savvy, and experience using CRM software.

Skills

• Customer service skills.
• Electronic device and computer proficiency.
• CRM software experience.

Benefits

• Starting pay rate of $17.50 per hour.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k).
• 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).

Pay

Starting pay rate of $17.50 per hour.

Schedule

Hours of operation are Monday to Friday 7 am to 9 pm and Saturday 9 am to 6 pm ET.