Dealer Experience Specialist (Hybrid)

At Percepta, we bring first-class service across each market we support. As aProduct Support Specialist in Allen Park, 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 Product Support Specialist will closely monitor, manage, and resolve Dealer/Field Escalations for GXP/SMARTT Programs liaising with Ford Product Managers as needed.Product Support Specialists will provide dedicated coordination for complex inquiries within the program(s) to ensure accurate and timely resolution for Dealers and Field Personnel.

During a Typical Day, You’ll

·· Review escalated inquiries related to issues and concerns regarding the GuestXP (GXP) program.

·Resolve complex issues and maneuver effortlessly through various digital channels utilizing available resources to accurately               process escalated inquiries for Dealer/Field.

Field ad hoc requests for assistance from the Ford Program team.

·Document status of all interactions indicating appropriate outcome and follow - up requirements and monitor progress of open               cases.

·Identify and effectively communicate to Team Leader and/or Business Leads on areas for improvement within the inquiry and               concern resolution processes or technology barriers impacting program success.

·Determine possible actions and/or best practices to resolve common escalation trends to improve customer experience.

·Respond in a timely manner to all inquiries.

·Act as SME (subject matter expert) and POC (Point of Contact) for Agent inquiries and/or escalated supervisory contacts.

·Develop and maintain professional working relationships with Ford Business Owners, vendors, and support groups.

·Serve as role model to the team in professionalism, information accuracy, dependability, and timeliness while understanding                 and adhering to all Percepta initiatives and policies.

Education

·High School diploma required.

·Associates degree or 2+ Years college preferred.

Experience

·2 or more years’ experience in Contact Center required with Dealership Operation and/or Automotive experience preferred.

·A thorough knowledge of all GXP specific processes, databases and programs is preferred.

Skills

·Demonstrated ability to resolve complex issues by gathering and assessing information and utilizing sound judgement                           consistent with Company and Program standards and policy.

·PC Navigation and typing skills including Microsoft Office (Work, Excel, Outlook) and ability to run several window applications             simultaneously

·Displays professionalism, confidence, and a positive attitude.

·Ability to effectively communicate with customers, managers, and co-workers; ability to interact in meetings with upper                          management.

·Strong oral and written communication skills.

·Good presentation skills.

·Solid analytical/problem solving skills.

·Time management, organizational and problem-solving skills.

·Ability to multi-task effectively.

·Enthusiastic and results driven.

·Good attendance and punctuality skills.

Other

·Position requires being able to work remotely (if necessary) in home environment that will promote success. Employees within             45 miles of Allen Park Operations Center will work in a hybrid status with a minimum of 2-3 days onsite. 

At Percepta, we bring first-class service across each market we support. As aProduct Support Specialist in Allen Park, 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 Product Support Specialist will closely monitor, manage, and resolve Dealer/Field Escalations for GXP/SMARTT Programs liaising with Ford Product Managers as needed.Product Support Specialists will provide dedicated coordination for complex inquiries within the program(s) to ensure accurate and timely resolution for Dealers and Field Personnel.

During a Typical Day, You’ll

·· Review escalated inquiries related to issues and concerns regarding the GuestXP (GXP) program.

·Resolve complex issues and maneuver effortlessly through various digital channels utilizing available resources to accurately               process escalated inquiries for Dealer/Field.

Field ad hoc requests for assistance from the Ford Program team.

·Document status of all interactions indicating appropriate outcome and follow - up requirements and monitor progress of open               cases.

·Identify and effectively communicate to Team Leader and/or Business Leads on areas for improvement within the inquiry and               concern resolution processes or technology barriers impacting program success.

·Determine possible actions and/or best practices to resolve common escalation trends to improve customer experience.

·Respond in a timely manner to all inquiries.

·Act as SME (subject matter expert) and POC (Point of Contact) for Agent inquiries and/or escalated supervisory contacts.

·Develop and maintain professional working relationships with Ford Business Owners, vendors, and support groups.

·Serve as role model to the team in professionalism, information accuracy, dependability, and timeliness while understanding                 and adhering to all Percepta initiatives and policies.

Education

·High School diploma required.

·Associates degree or 2+ Years college preferred.

Experience

·2 or more years’ experience in Contact Center required with Dealership Operation and/or Automotive experience preferred.

·A thorough knowledge of all GXP specific processes, databases and programs is preferred.

Skills

·Demonstrated ability to resolve complex issues by gathering and assessing information and utilizing sound judgement                           consistent with Company and Program standards and policy.

·PC Navigation and typing skills including Microsoft Office (Work, Excel, Outlook) and ability to run several window applications             simultaneously

·Displays professionalism, confidence, and a positive attitude.

·Ability to effectively communicate with customers, managers, and co-workers; ability to interact in meetings with upper                          management.

·Strong oral and written communication skills.

·Good presentation skills.

·Solid analytical/problem solving skills.

·Time management, organizational and problem-solving skills.

·Ability to multi-task effectively.

·Enthusiastic and results driven.

·Good attendance and punctuality skills.

Other

·Position requires being able to work remotely (if necessary) in home environment that will promote success. Employees within             45 miles of Allen Park Operations Center will work in a hybrid status with a minimum of 2-3 days onsite. 

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions.

Respect– a team that is accountable, dependable and gives you their full attention.

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.

CareerGrowth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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

Please note that neither Percepta 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.

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