Program Liaison: Customer Care & Escalations

Percepta LLC; Dearborn, Northern (MI, KY); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

FSA & HSA

401(k) with company match

Vacation/Sick Time

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training & Development (Percepta)

Hours of Operation: Mon–Sat 8am–8pm

Job summary

Percepta LLC is seeking a Program Liaison in Dearborn, MI to be the first point of contact for dealership personnel and vehicle owners. You will troubleshoot customer inquiries, coordinate with internal teams, and ensure high customer satisfaction through professional issue resolution.

The role emphasizes handling escalated concerns from Level 1, documenting contacts, and supporting operations with reliable, courteous service. This is a full-time, on-site position offering competitive benefits.

Qualifications

• 1–2 years of experience in Ford Pro Vehicle Sales Support.
• Proficient with multiple programs and able to type.
• Excellent customer service ability.
• Strong written and oral communication.

Responsibilities

• Handle customer inquiries and provide accurate, timely responses.
• Document customer contacts and follow up as needed.
• Coordinate with internal teams to resolve escalated issues.
• Provide online support and respond to emails or forms within required timeframes.
• Mentor and train new team members when needed.
• Meet performance expectations for productivity, accessibility, and quality.

Skills

Customer service

Communication

Time management

Multitasking

Job description

Percepta LLC is seeking a Program Liaison in Dearborn, MI to be the first point of contact for dealership personnel and vehicle owners. You will troubleshoot customer inquiries, coordinate with internal teams, and ensure high customer satisfaction through professional issue resolution.

The role emphasizes handling escalated concerns from Level 1, documenting contacts, and supporting operations with reliable, courteous service. This is a full-time, on-site position offering competitive benefits.