Dealer Experience Specialist (Hybrid)

Dealer Experience Specialist (Hybrid)

At Percepta, we bring first-class service across each market we support. As a Dealer Customer Experience 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+ Program Headquarters (PHQ) Dealer Support Specialist is a pivotal role responsible for driving the successful launch and optimization of the Ford | Lincoln Service Reservation+ online service scheduling tool with Ford and Lincoln dealerships. This role involves a blend of proactive outbound dealership engagement to schedule FSR+ product launches, and reactive inbound support to resolve complex inquiries and escalate technical concerns to ensure accurate and timely resolution for Dealers and Field Personnel. The Specialist will act as a key liaison, providing guidance, troubleshooting support, and dedicated coordination to ensure seamless FSR+ operations and exceptional dealer and customer experiences.

During a Typical Day, You'll

• Proactively engage with dealerships through outbound calls to assess dealership launch feasibility, coordinate launch timing, and support the successful implementation of FSR+ / LSR+; in addition to ongoing adoption and utilization of the FSR+ platform.
• Demonstrate deep understanding of FSR+ product features, with the ability to clearly articulate product benefits to diverse audiences and drive dealer acceptance and engagement.
• Receive and expertly resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches concerning FSR+ product functionality, operational challenges, technical issues, and logistical coordination.
• Serve as a primary point of contact (POC) and subject matter expert (SME) for Ford / Lincoln dealerships and Field FSR+ Installation coaches, providing comprehensive support. Including review, triage and timely response to escalated inquiries related to issues and concerns regarding the GuestXP (legacy scheduling tool) and FSR+ / LSR+.
• Conduct thorough review and triage of inquiries to resolve complex issues and maneuver effortlessly through various digital channels utilizing available resources to accurately process escalated inquiries for Dealer / Field.
• Document status of all interactions, issues, resolutions, and follow-up requirements meticulously, ensuring data accuracy and comprehensive case management. Including appropriate outcome and follow-up requirements and monitor progress of open cases.
• Collaborate effectively with Ford Product Managers, Ford Business Owners, vendors, and other internal support groups to escalate unresolved issues, share dealership feedback, concern resolution processes or technology barriers impacting program success and contribute to continuous program and product enhancements.
• Determine possible actions and / or best practices to resolve common escalation trends to improve customer experience.
• Act as SME (subject matter expert) and POC (Point of Contact) for Dealers and Field Personnel on both program and product inquiries.
• 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.
• Demonstrate deep understanding of product features, with the ability to clearly articulate product benefits to diverse audiences and drive dealer engagement.
• Field ad hoc requests for assistance from the Ford Program team.
• Self-Prospecting for new opportunities

What You Bring to the Role

Education

High School diploma required

Associates degree or 2+ Years college preferred

Experience

2 or more years' experience in Contact Center preferred.

Experience with Dealership Operations and / or Automotive Experience Required

Experience with dealer service department processes is a significant plus.

Skills

Expert Problem Solving : Demonstrated ability to investigate and resolve complex issues by gathering and assessing information and utilizing sound judgement consistent with Company and Program standards and policy.

Technical Proficiency : Computer 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.

Proactive & Driven : Demonstrates a high degree of initiative, persistence, and self-motivation to identify opportunities, anticipate needs, and independently execute solutions, often without requiring direction.

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

Strong oral and written communication, good presentation skills.

Self-Prospecting for new opportunities

Critical and Analytical thinking. Time management, organizational and problem-solving skills.

Organizational & Multi-tasking : Excellent time management, organizational, and multi-tasking skills, with the capacity to prioritize effectively in a fast-paced, high-volume environment.

Results-Oriented : Enthusiastic, results-driven, and committed to achieving program goals and enhancing dealership performance.

Good attendance and punctuality skills.

Ability to handle objections and rebuttals while quickly adjusting to customer concerns

Persuasive Communication & Salesmanship : Ability to effectively "sell" the features and benefits of FSR+ product to dealerships, encouraging commitment to launch, improving adoption, and demonstrating the tangible advantages for their operations and customer satisfaction

Others

Employees within 45 miles of Allen Park Operations Center will work in a hybrid status with a minimum of 3-4 days onsite.

Position requires being able to work remotely (if necessary) in home environment that will promote success at least 1 day per workweek.

What You Can Expect

Pay rate of $18.50 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 (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 :

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.

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