FCS Specialist (Dearborn)

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

What Youll Be Doing

The Ford Pro Intelligence Specialist will serve as the primary technical support fort all FPI services : telematics, data services, fleet management, including multi-tier support and triage of customer issues associated with FPI software, hardware, and systems. Our approach is customer centric throughout the problem solving and customer support process.This role will demonstrate an innate ability to get to the root cause of the reported problems. The Ford Pro Intelligence Specialist will be responsible for driving issues to resolution within SLA / issue management goals and communicate resolution efforts back to internal stakeholders, team members and the customer.

During a Typical Day, Youll

Be first point of contact for technical support

Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions

Take ownership to resolve complex issues, working independently and cross functionally

Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team and Support Engineering.

Capture customer support issue trends and report to management

As needed general troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support

Update Customer & Internal Knowledge base as necessary based on customer calls and trends

Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority

Provide updates, status, and completion information to management

Handle incoming email, phone, and chat contacts as required by process and provide high level of customer satisfaction

Look for opportunities to improve turnaround time to customers

Identify trends and report out on business improvement opportunities

Backup Ford business owner when he / she is either out of the office or not available

Support Ford business owner by working closely together on escalated cases

Manage customer handling processes

Interact with Business Partners as needed including :

oAttend Business Partner meetings to resolve issues and discuss program changes and enhancements

oKeep abreast of anticipated program launches and changes

Work with Manager of NA Operations on monthly business reports as needed

Thrives in a remote environment Interact with the Percepta and client team as required to drive operational excellence

Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies

Support all Percepta Call Center policies and procedures

Attend and participate in team meetings

Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance

Complete training courses as directed by Operations and / or Training.

Complete additional tasks / projects as needed

What You Bring to the Role

Education

High School diploma required

Associates degree or college degree preferred

Experience

3 years contact center experience required

Previous experience working on a Percepta or Ford program advantageous

Understanding of operations program handling processes preferred

Skills

Problem solving skills

Excellent written, verbal and listening skills

Strong empathy along with an awareness of customer / user loyalty drivers

Ability to work well with all levels of the organization

Excellent organizational, time management and strong problem solving skills

Logical thinker

Proven ability to work in a fast paced environment

Works well independently and in a team environment

Ability to multi-task

What You Can Expect

Pay rate of $20.00 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 groundedso people and ideas have room to grow.
• Service beyond self We serve othersclients, customers, and teammateswith 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 onecelebrating, 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.

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