Job Information
Percepta Commercial Solutions Specialist - Automotive Industry in Dearborn, Michigan
Description
At Percepta, we bring first-class service across each market we support. As Ford Pro Intelligence 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 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, You’ll
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:
o Attend Business Partner meetings to resolve issues and discuss program changes and enhancements.
o Keep 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
High school diploma required.
Associate 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
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 every day . 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
Career Growth – 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-Remote
Primary Location: US-MI-Dearborn
Req ID: 03WMS