Program Liaison: Customer Care & Escalations

Percepta; Dearborn (MI); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

Flexible Spending Account (FSA)

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

Employee Rewards Program

Hours of Operation: Mon-Sat 8am-8pm

Job summary

Percepta in Dearborn, MI is seeking a Program Liaison to be the first point of contact for dealership personnel and vehicle owners. You will listen to inquiries and provide accurate, timely responses, supporting escalated concerns from Level 1 and coordinating with internal teams to ensure customer satisfaction.

You will perform day-to-day care responsibilities, document contacts, respond to inquiries promptly, and identify opportunities to improve processes.

Qualifications

• 1–2 years of Ford Pro Vehicle Sales Support experience.
• Proficient with multiple programs and data entry.
• Excellent written and verbal communication.

Responsibilities

• Serve as the initial contact for dealership personnel and vehicle owners.
• Listen to inquiries and provide accurate, timely responses.
• Support escalated concerns from Level 1 Customer Service.
• Investigate issues, coordinate with internal teams, and ensure satisfaction.
• Document customer contacts and meet performance expectations.

Skills

Customer service

Communication

Time management

Multitasking

Reliability

Job description

Percepta in Dearborn, MI is seeking a Program Liaison to be the first point of contact for dealership personnel and vehicle owners. You will listen to inquiries and provide accurate, timely responses, supporting escalated concerns from Level 1 and coordinating with internal teams to ensure customer satisfaction.

You will perform day-to-day care responsibilities, document contacts, respond to inquiries promptly, and identify opportunities to improve processes.