FSR+ Advanced Support Specialist

Ford Pro Vehicle Sales Support in Dearborn, MI

At Percepta, we bring first-class service across each market we support. As a FSR+ Advanced Support Specialist in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The FSR+ Advanced Support Specialist provides dedicated administrative and analytical support to the FSR+ program, working closely with the Ford client and the Percepta Operations Manager to execute daily operational tasks. While the role requires a high level of proficiency in reporting — including the ability to build complex Excel reports, analyze findings, and track performance metrics — its primary focus is on administrative coordination and program support. The specialist acts as a key resource for data-driven decision-making and process improvements. Additionally, the role serves as a secondary resource for triaging issues during bridge calls on an as-needed basis.

During a Typical Day, You Will:

Administrative & Operational Support

·Execute administrative priorities as directed by the Ford client and the Percepta Operations Manager to ensure the smooth day-to-day functioning of the FSR+ program.

·Manage and prioritize ad hoc tasks and special projects from the Operations team, acting as a flexible resource for program needs.

·Collaborate with Operations leadership to identify operational inefficiencies and recommend process improvements to streamline call center workflows.

·Participate in bridge calls to assist in triaging and resolving urgent program issues as needed (this is a secondary requirement).

·Represent Percepta and the FSR+ program in a professional manner during client meetings and internal stakeholder discussions.

·Reporting & Data Management

·Develop, design, and maintain user-friendly reports and dashboards that translate complex contact center data into actionable insights for Ford and Percepta leadership.

·Utilize Excel skills to build and enhance performance tracking tools, ensuring all formulas and data structures are efficient and scalable.

·Analyze and interpret data trends to identify performance gaps, providing specific recommendations to management to help meet program KPIs.

·Ensure the total integrity and accuracy of all reports and data exports prior to delivery to the client.

·Provide tracking for special initiatives, such as pilot programs or control group processes, to measure the impact of program changes.

·Program Maintenance

·Maintain a deep understanding of the FSR+ platform and business objectives to ensure reporting and administrative tasks remain aligned with program goals.

·Review existing reporting structures regularly, recommending enhancements or the retirement of obsolete metrics to improve efficiency.

·Coordinate with internal Percepta reporting teams and outside vendors to ensure data consistency across all platforms.

·Ensure the prompt delivery of all recurring and one-time deliverables according to established schedules.

·Adapt to program launch needs and shifting priorities as the FSR+ program evolves.

·Miscellaneous

·Work on activities and/or projects as requested by Ford client and Percepta Operations Manager.

·Represent Percepta in a professional manner, both internally as well as with outside organizations.

·Provide support and troubleshooting pertaining to dashboards and reporting

What You Bring to the Role

·High School diploma required.

·BA/BS degree in Technology, Business, Economics, or Statistics, or equivalent work-related experience preferred.

·Experience with reporting/analytics required. (2+ years)

·Familiarity with call center processes and technology is required (1+ years)

·Ability to review internal telephony system reporting and understand core call center KPIs (handle time, wrap time, etc.)

·Previous experience in a call center environment required. (1+ years)

Skills

·Strong analytical ability required.

·Must be able to draw conclusions from raw data and summarize results quickly and efficiently

o Microsoft Excel skills - ability to quickly gather and organize data off of Excel Sharepoint files and navigate formulas + pivot tables with ease

·Experience with MS office.

·Excellent written and verbal communication skills, specifically an ability to communicate effectively across all management levels

o Ability to create one pagers/shareouts on trends, data, help needed, etc.

·Good problem-solving skills - able to creatively resolve complex situations.

·A self-directed work style.

·Proven ability to manage multiple, concurrent activities.

·Proven ability to perform in a fast-paced environment and with minimal supervision.

·Strives to create a supportive environment conducive to continuous improvement.

·Translates problems into practical solutions.

Other

·Call center environment

·Knowledge of company systems and applications to support Percepta management.

·Provide excellent customer service for internal and external customers on questions and issues.

·Provide follow-up reporting for a variety of program initiatives.

·Position requires onsite presence 3 days/week and a professional at-home environment for days the work is done remotely.

·This position requires a high level of professional integrity. Client and employee information must be kept confidential.

What You Can Expect 

•                    Pay rate of $21.64 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 (Percepta College)

•                    Employee Rewards Program (Perci Perks)

Established in 2000 as a joint venture with TTEC, Percepta 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.