Customer Relationship Service Representative

Overview

Customer Relationship Service Representative - Asheville, NC. The role provides support for a luxury automotive client, building relationships based on understanding customer needs, concerns, lifestyles, and preferences. Team members are empowered to make decisions to drive customer loyalty.

• Own the customer experience from the 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 appropriate actions based on job aids, research, and tools, and take action with priority, speed, and accuracy to meet service level metrics.
• Understand the use of technology, scripts, and product knowledge. Actively listen to the customer, provide answers, and guide the call in a professional manner.
• Provide recommendations to leadership regarding resolution of recurring problems; assist in formulating problem-solving techniques for new issues.
• Maintain product knowledge related to technical support; stay 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.

• 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

• Starting pay rate of $17.50 an hour
• 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)

• Next class is Monday, August 24, 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, and manage and audit 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.

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty to its clients across the globe, delivering in multiple channels and languages to provide first-class service.

• 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 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 and support each other.
• Deliver remarkable — we go beyond expectations to create bold, meaningful moments.

Percepta is an equal opportunity employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are 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 and to deliver outstanding service and technology, while respecting humanity.

Note:

We do not request payments or personal information such as bank details from applicants at any point in the recruitment process.