Experienced Concierge Customer Service Representative – Delivering Exceptional Luxury Brand Experiences from the Comfort of Your Own Home

Welcome to blithequark: Where Customer Experience Meets Luxury

At blithequark, we pride ourselves on delivering first-class service across each market we support. As a Concierge Customer Service Representative working from the comfort of your own home in Asheville, NC, you will be an integral part of creating and delivering amazing customer experiences while enjoying the satisfaction of being part of a unique culture. Our team is dedicated to providing customized, easy, and effortless experiences to some of the most beloved luxury brands in the world.

About the Role

As a Concierge Customer Service Representative, you will have the opportunity to work with luxury customers, creating relationships based on understanding their needs, concerns, lifestyle, and preferences. You will be empowered to make decisions and think creatively to drive customer loyalty. If you have a passion for service and helping others, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Own the customer experience from start to finish, building rapport and anticipating needs through authentic connections and curiosity with customers.
• Promptly process and answer/resolve customer inquiries, concerns, or technical questions, determining the appropriate actions based on job aids, research, and existing desktop solution tools.
• Utilize technology, scripts, and product knowledge to provide exceptional service, actively listening to customers and controlling the call to lead them in an efficient and professional manner.
• Provide recommendations to leadership regarding the resolution of recurring problems and assist in the formulation of problem-solving techniques for newly discovered issues.
• Maintain exceptional product knowledge as it relates to technical support, remaining knowledgeable of product and service offerings, current industry products, and technologies.
• Partner with other vendors as necessary for troubleshooting and resolution, researching and resolving billing or payment issues.
• Ensure that all customer contacts are properly logged into the CRM tool, managing follow-up logs 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, keeping the Supervisor informed of any issues as they arise.
• Attend team meetings, 1 on 1s, focus groups, and training sessions as scheduled, handling additional projects and assignments as needed and fitting your individual skillset.

What You Bring to the Role

To be successful in this role, you will need:

• 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
• Experience with customer contact systems
• Must live within a commutable distance of Asheville, NC

Essential Qualifications

In addition to the above requirements, you will need:

• Strong customer service skills, with the ability to provide exceptional service in a fast-paced environment
• 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

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in a luxury brand environment
• Knowledge of the automotive industry
• Experience with troubleshooting and resolving complex customer issues

What You Can Expect

At blithequark, we offer a competitive compensation package, including:

• Starting pay rate of $17.50 per hour
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs
• Employee Rewards Program

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. You will have access to:

• Comprehensive training programs to help you develop your skills and knowledge
• Opportunities for advancement and career progression
• A supportive and collaborative work environment that encourages growth and development

Work Environment and Company Culture

At blithequark, we pride ourselves on our unique and supportive company culture. You can expect:

• A culture of service, where you will be treated like you are the customer from day one
• A supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions
• A team that is accountable, dependable, and gives you their full attention
• A solution-oriented team that strives to improve themselves, others, and the organization
• A growing diverse and community-minded organization that is all about having fun

Diversity and Inclusion

At blithequark, we are committed to diversity and inclusion. We believe that a diverse and inclusive workplace is essential to our success, and we strive to create an environment where everyone feels valued and respected.

How to Apply

If you are a motivated and customer-focused individual who is looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role.

Important Notes

blithequark requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test, as a condition of employment. blithequark is an Equal Opportunity Employer.

Please note that neither blithequark 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.