Commercial Solutions Specialist - Automotive Industry

Percepta LLC; Dearborn (MI); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company in customer experience solutions seeks a Commercial Solutions Specialist for remote work in Dearborn, MI. The role involves technical support for services in the automotive sector, emphasizing customer-centric resolutions and effective communication across teams, contributing to a positive customer experience.

Benefits

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k) with company match

Paid time off and holidays

Tuition reimbursement

Employee assistance and discount programs

Training and development

Qualifications

• At least 3 years of contact center experience.
• Experience with Percepta or Ford programs is advantageous.
• Understanding of operation program handling processes preferred.

Responsibilities

• Serve as primary technical support for FPI services.
• Provide administrative problem resolution to end-users.
• Capture and report customer support issue trends.

Skills

Communication

Problem-Solving

Customer Loyalty Awareness

Multitasking

Organizational Skills

Education

High school diploma

Job description

Job Description - Commercial Solutions Specialist - Automotive Industry (Remote) (0459G)

Requisition Title

Commercial Solutions Specialist - Automotive Industry (Remote) (0459G)

Location: US-MI-Dearborn

At Percepta, we deliver first-class service across each market we support. As a Commercial Solutions Specialist in Dearborn, MI (Remote), you will be part of creating and delivering exceptional customer experiences while enjoying a unique company culture.

What You’ll Be Doing

The Ford Pro Intelligence Specialist will serve as the primary technical support for all FPI services, including telematics, data services, and fleet management. Responsibilities include multi-tier support and triage of customer issues related to FPI software, hardware, and systems. The role emphasizes a customer-centric approach throughout the problem-solving and support process, requiring the ability to identify root causes and drive issues to resolution within SLA/issue management goals. Communication with internal stakeholders, team members, and customers is essential.

During a Typical Day, You’ll

• Be the first point of contact for technical support.
• Provide administrative problem resolution to end-users by diagnosing questions and guiding users through solutions.
• Take ownership of resolving complex issues independently and cross-functionally.
• Escalate issues as necessary to project management, customer success managers, sales teams, and support engineering.
• Capture and report customer support issue trends to management.
• Perform troubleshooting, dispatch field technicians for data services, telematics, or quality support.
• Update knowledge bases based on customer calls and trends.
• Create, update, and maintain case ownership, adhering to SLAs of varying priorities.
• Provide updates and communicate case status to management.
• Handle incoming communications via email, phone, and chat, ensuring high customer satisfaction.
• Seek opportunities to improve turnaround times.
• Identify and report on business improvement opportunities.
• Support the Ford business owner during their absence and collaborate on escalated cases.
• Interact with business partners, attend meetings, and stay informed about program changes.
• Assist with monthly business reports as needed.
• Work effectively in a remote environment, engaging with team members and clients to ensure operational excellence.
• Adhere to quality initiatives, systems, and policies of Percepta and business partners.
• Participate in team meetings and foster a positive work environment.
• Complete required training and additional tasks as assigned.

What You Bring to the Role

• High school diploma required.
• At least 3 years of contact center experience.
• Experience with Percepta or Ford programs is advantageous.
• Understanding of operation program handling processes preferred.

Skills

• Excellent written, verbal, and listening skills.
• Strong empathy and customer loyalty awareness.
• Ability to work well across all organizational levels.
• Excellent organizational and problem-solving skills.
• Logical thinking.
• Ability to work in a fast-paced environment.
• Independent and team work capability.
• Multitasking skills.

What You Can Expect

• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) with company match.
• Paid time off and holidays.
• Tuition reimbursement.
• Employee assistance and discount programs.
• Training and development through Percepta College.

About Percepta

Established in 2000, Percepta operates contact centers worldwide, delivering frictionless customer experiences. Our core values include a culture of service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation. We are committed to an inclusive, supportive, and engaging work environment.

As a condition of employment, U.S. employees must pass a background check and, depending on location and program, a drug test. Percepta is an Equal Opportunity Employer. We do not ask for payments or personal banking information during recruitment.