Rewards Center Dealer Support Specialist (Internal Only to Rewards Team)

At Percepta, we bring first-class service across each market we support. As aRewards Dealer Experience SpecialistinDearborn, 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 
Our Rewards Center Dealer Support Specialist will closely monitor, manage, and resolve US and Canadian Dealer Support inquiries for Ford and Lincoln Rewards Programs. The Dealer Support Specialist will provide a high level of dealer support through a variety of requests via multiple channels. Dealer Support Specialists will provide dedicated coordination for complex inquiries within the Rewards Center program(s) to ensure accurate and timely resolution for Dealers and Ford or Lincoln Field Personnel.

During a Typical Day, You’ll

Provide inbound and outbound helpdesk support to resolve complex issues and maneuver effortlessly through various digital channels utilizing available resources to accurately respond and resolve matters for US/Canada Dealer inquiries. This includes but not limited to resolving dealer inquiries, addressing escalated dealer concerns, points awarding and billing/accounting questions.

· Provide support for Region/Field employees on various issues including case status, eligibility requirements and issue resolution.

· Field ad hoc requests for assistance from the Ford Program team, Ford of Canada team, Rewards Center, Field Specialists and Region/FEM

· Document status of all interactions indicating appropriate outcome and follow - up requirements

· 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 Dealer Support trends.

· Respond in a timely manner to all email inquiries

· Establish a rapport and build confidence in the Ford and Lincoln brand recognition.

· Maintain exceptional product knowledge as it relates to technical support and continuously updates knowledge of product and service offerings, current industry products, and technologies.

What You Bring to the Role 

·· 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 dealers, managers, and co-workers; ability to interact in meetings with upper management if needed.

·· Strong oral and written communication 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

What You Can Expect 

·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)

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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