Bentley Customer Care Agent

Percepta in Asheville, NC

  • Type: Full Time
position filled
Job
Description 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 Agent 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 oneTeamwork – belonging to a supportive family team
environment that encourages growth, fosters trust and open communication and
acknowledges value in your contributionsRespect – a team that is accountable, dependable
and gives you their full attentionProactive – to surround yourself with
solution-oriented people who strive to improve themselves, others and the
organizationCareer growth and lots of learning opportunities for
aspiring mindsDiversity - be a part of our growing diverse and
community-minded organization that is all about having funCompetitive
compensation - we take care of
family, which is why we offer more than just competitive wages and great benefits.
Our programs include incentives and promote physical, mental, and financial
wellness. Responsibilities 
•Provide an exceptional client experience in every interaction.
•Use of the correct brand tonality in accordance with a premium luxury experience. 
•Maintain rapport with proper, and involvement of, authorized retailers in reaching resolutions for consumers. 
•Prioritize processing and documentation of safety-related concerns and other matters required for compliance with relevant US and Canadian law and regulation (e.g. TREAD reporting, lemon laws, etc.).
•Liaise as appropriate between the internal divisions of our luxury auto client, their authorized retailers and consumers.
•Preparation of check requests, authorized retailer credit requests, and other fulfillment of goodwill offerings to consumers.
•Maintain access and current knowledge of technical service bulletins, service actions and campaigns.
•Maintain knowledge of current products and new products as they come to market.
•Maintain a basic understanding of current relevant automotive consumer law and regulation and provide some pre-litigation support, if needed.
•Provide insightful advice and direct support to clients in need.  Diagnoses of issues and provide resolution with teaching and guidance.
•Go above and beyond to think past what the client is requesting, anticipating needs and wants based on information obtained to exceed every expectation.
•Partners with other vendors as necessary for troubleshooting and resolution.
•Owns the client experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the client is delighted and eager to continue to utilize the program.
•Identifies and presents out of the box ideas and changes to other Specialists and Leaders that will ensure this program is second to none.
•Confident in outbound ‘cold' calling as well as being competent at receiving inbound inquiries and problem solving.
Education
•High School Diploma required; Associate or Bachelor's degree preferred
Experience
•Minimum 2 years' experience working in a contact center handling global brands (preferably within either the luxury or automotive sectors). 
•Previous experience with high-end luxury brand products desirable.
•Familiarity with warranty processes and qualifications. 
•A passion for at least one of the items below is important because we are seeking people who want to build a career that is aligned with their interests. 
•Exceptional customer service 
•Cutting edge technology
•Hospitality or Travel Industry

•Communication
•Excellent communication skills – both verbal and written word
•Passionate and confident over the phone or on video chat
•Comfortable with twitter, email, text, or any written form
•Savvy and demonstrate creative solutions
•Quickly align and mirror customer communication preference
•Present a professional and polished yet friendly demeanor 
•Speed and accuracy when typing
•Ability to adapt communication style to fit the style of others
•Ability to diagnose issues quickly and resolve with patience and empathy 
•Demonstrated ability to interject personality into written content without crossing professional boundaries
•Focus on Process and Business Improvement - continuous ownership and effort around suggesting and helping to execute changes that have a positive impact on employee and customer experience
•Lives the program's values and demonstrates these when dealing with consumers and internal colleagues
•Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability in order to delight their clients
•Strong customer service, interpersonal and relationship-building skills
•Savvy with the use of technology, software, internet, Bluetooth, and social media applications, including proprietary platforms, while continuously keeping up with current technology trends.
•Ability to work well under pressure
•Ability to work well under pressure
•Active listening skills with the ability to question in a helpful, caring manner while controlling the interaction with the client
•Strong multi-tasking skills, organizational, time management, planning and problem solving skills
•Self-sufficient, resourceful and works well with minimal supervision
Hours of Operation 9 am-7 pm, EST, Monday - Friday
PandoLogic. Category: Customer Service, Keywords: Customer Service Representative

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