Customer Relationship Service Representative

TTEC•Asheville, NC

2d•$18•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.
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.