
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.
#LI-Hybrid
Vacantes relacionadas
-
From Partnerships to Possibilities: Celebrating Workforce Development Month 09/28/2023 In the heart of September, we celebrate an occasion that resonates within TTEC – Workforce Development Month in the United States.
-
Celebrating Our Customer Experience Champions this Customer Service Week 10/02/2023 Customer service associates are the front line of any brand, getting customers the information they need – quickly, easily, empathetically, and in a way that puts smiles on customers' faces.
-
TTEC Salutes Veterans this Veterans Day and Every Day 11/09/2023 As we approach Veterans Day weekend in the United States and Canada, we wanted to share our sincere appreciation for the sacrifice and service of the military veterans.
-
TTEC Triumphs: TTEC Philippines Tops Recent Candidate Experience Award! 11/22/2023 TTEC Philippines gained the top spot for the most recent Candidate Experience (CandE) Awards conducted by Talent Board.
-
Roadmap to Success: Navigating the Journey as an Automotive Parts Specialist at TTEC 08/16/2023 In the world of customer service, where personalized growth and hard work lead to success, three outstanding individuals shine. Meet Jeffery, Michael, and Steven, the experts at TTEC, who started as Automotive Parts Specialists and became prime examples of great team members.
-
Embracing Opportunities and Making a Difference: My Journey in the Customer Service Industry 07/17/2023 It feels like just yesterday when I embarked on my journey in the customer service industry. It was over 20 years ago when I started as a frontline customer service agent
-
12/05/2023
-
12/05/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/06/2023
-
12/08/2023
-
12/09/2023
-
12/22/2023
-
Love Your Career At TTEC: Grow, Belong, Inspire 03/01/2024 In a big customer experience industry that’s so diverse with many different roles and professional paths, it can be difficult to capture what makes a BPO career so amazing.
-
3 Ways to Light Up Your Career with Purpose 04/18/2024 Everyone has that special something. That thing that lights them up. That thing that lights up the people around them. You have the Spark – and we’re here to ignite it so you can discover all the possibilities in your career. Curious about how to unlock a career with purpose? We got you.
-
How A Positive Work Experience Leads To Professional Development 04/26/2024 Experience is the ultimate teacher on the path to professional development in every industry. Take the customer service field as an example. Each interaction with a customer presents a unique opportunity to apply learned skills, adapt to different situations, and refine techniques.
-
Unlocking Customer Experience Careers: Strategies to Stand Out as an Applicant 05/02/2024 The job market is currently more competitive than ever, take the customer service industry, for example. Because of the number of people who want to break into the industry, job seekers need to adopt strategic approaches to set themselves apart from the crowd.
-
05/15/2024
-
06/20/2024
-
06/21/2024
-
03/18/2025