Customer Relationship Service Representative

Job Description

Job Description

Requisition Title: Customer Relationship Service Representative (04E9X)
US-NC- AshevilleDescription

Customer Relationship Service Representative - Asheville, NC

The Customer Relationship Service Representative in Asheville, NC provides support for the Client and experiences the satisfaction of being part of a unique culture. You will also 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, lifestyles, 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 take 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, professional manner.

· 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 resolution.

· Research and resolve billing or payment issues.

What You Bring to the Role

· High School Diploma or equivalent required; associate or bachelor’s degree preferred

· 1 to 2 years of experience in training, public relations, sales, marketing, or customer service

· Previous experience supporting customers through phone interaction preferred

· Experience or interest in working with technology is preferred

· Experience with customer contact systems is required

What You Can Expect

· Starting pay rate of $17.50 an hour

· Health/Dental/Vision/Life Insurance

· Flexible Spending Account (FSA) and Health Savings Account (HSA)

· 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

· Next class is Monday, September 21, 2026.

· Hours of operation are Monday to Friday, 7 am to 9 pm, and Saturday, 9 am to 6 pm EST.

· Must live within a commutable distance to Asheville, NC for quarterly meetings in Asheville.

· Ensure that all customer contacts are properly logged into Reveal CRM, ensure that VZ has accurate contact information on the customer, manage and audit of documentation of customer files

· Use additional resources and escalation 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 provided to the customer, as needed. 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 skills.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

· Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

· Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

· Leave it better – We take ownership and leave every process, person, and place better than we found it.

· Win together – We succeed as one—celebrating, supporting, and showing up for each other.

· Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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.