ESP Program Liaison (Hybrid)

TeleTech Holdings, Inc.; Dearborn, Northern (MI, KY); Hybrid; USD 30,000 - 40,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Match

Paid Time Off

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training Programs

Percepta College

Health Savings Account

Flexible Spending Account

Job summary

Percepta is hiring an ESP Program Liaison in Dearborn, MI to serve as the subject matter expert for Ford/Lincoln Protect (FLP) policies and the ESC program. The role supports Ford Management, ASM’s, and the Protect Hotline to deliver exceptional customer experiences.

The Hybrid role offers 3 days onsite and 2 days remote, with pay at $16.90 per hour and comprehensive benefits including health, dental, vision, 401(k) and tuition programs.

Qualifications

• High School diploma or equivalent required. Some college coursework desired.
• One to three years’ experience preferably in the Extended Service Plan program

Responsibilities

• Serve as SME for Ford/Lincoln Protect (FLP) policies and ESC program.
• Provide guidance to Ford Management, Area Sales Managers (ASM’s), and the FLP Hotline.
• Complete a variety of other responsibilities in support of the Ford/Lincoln Protect program.
• Analyze exception requests from ASM’s in the field relating to FLP or ESC program.
• Submit manual check requests for Ford / Lincoln Protect and ESC programs and enter checks into CCAP System.

Skills

ESP program experience

Policy knowledge

Cross-functional comms

Education

High School diploma

Some college coursework

Job description

At Percepta, we bring first-class service across each market we support. As a ESP Program Liaison 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 Program Liaison will be the subject matter expert in relation to all Ford/Lincoln Protect (FLP) policies and procedures including the Extended Service Competitive Make program (ESC). As the subject matter expert, this person will be relied upon to provide support and guidance to Ford Management, Area Sales Managers (ASM’s), and the Ford/Lincoln Protect Hotline. In addition to being the ‘go to source’ for program expertise, the Program Liaison will complete a variety of other responsibilities in support of the Ford/Lincoln Protect program.

During a Typical Day, You’ll

• Analyze exceptions requests from Area Sales Manager’s (ASM’s) in the field relating to the Ford Lincoln Protect (FLP) or the ESC program
• Apply program historical expertise to make independent decisions on exception requests when applicable
• Apply program historical expertise and make recommendations to onsite Ford Manager when solutions exceed an outlined level of authority
• Respond to Ford / Lincoln Protect or ESC program correspondence timely and accurately by way of;
• Analyze and research historical documentation
• Seek out resources within the department or other sources within Ford to obtain necessary information
• Identify and professionally communicate resolutions to requester
• Submit manual check requests for Ford / Lincoln Protect and ESC programs
• Enter check into CCAP System (Ford Accounting System)
• Coordinate mailing of checks with Accounts Payable team in India
• Coordinate with Fed Ex to ensure check tracking
• Provide follow up / closure to requester
• Coordinate Ford / Lincoln Protect program launches to include:
• Administer and coordinate contract edit rules, contract mockups, and testing with vendor (Archway)
• Review Ford / Lincoln Protect marketing material for program launch and provide recommendations to Ford / Lincoln Protect Sales & Marketing personnel based on expertise
• Prepare bids/quotes for fleet customers and register contracts as directed
• Administer Dealer Walkaway Program
• Enroll/process Dealer Enrollments into the ESC Program
• Document and maintain all Ford / Lincoln Protect Program Liaison business processes
• Responsible to communicate EFC's that pertain to Ford/Lincoln Protect to employees/Ford business partner
• Liaison for documentation for legal request
• Research and provide supporting documentation to Ford Legal team
• Point of contact for Ford / Lincoln Protect admin hotline for exceptions, escalations, or other assistance/questions (3rd level support)
• Reconcile monthly Roadside Report for Ford Management
• Reconcile monthly CPO file and determine if contract should be registered, cancelled or inactivated
• Entering/tracking of Ford Purchase Orders in ARIBA and researching issues related to these requests
• Identify process improvements and best practices as needed
• Complete additional tasks and projects as assigned

What You Bring to the Role

• High School diploma or equivalent required. Some college coursework desired.
• One to three years’ experience preferably in the Extended Service Plan program

What You Can Expect

• Pay rate of $16.90 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)

A Bit More About Your Role

Hybrid 3 days onsite and 2 days work from home (Thursday and Friday)

Hours – Monday to Friday 8am to 5pm (40hours per week)

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, foster 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.

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