Program Liaison: Elevate Customer Care & Escalations

Percepta LLC; Dearborn, Northern (MI, KY); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

FSA & HSA

401(k) with match

Paid time off

Tuition reimbursement

Employee assistance program

Employee discount program

Percepta College

Job summary

Percepta LLC in Dearborn, MI is seeking a Program Liaison to provide Level 2 customer service and support for Ford Pro Vehicle Sales. You will respond to dealership and vehicle owner inquiries, document contacts, and coordinate with internal teams to resolve issues, while maintaining professionalism and high customer satisfaction.

The role emphasizes training new teammates and contributing to process improvements, with a starting hourly rate and a structured benefits package.

Qualifications

• 1–2 years of experience in Ford Pro Vehicle Sales Support is required.
• Computer skills: experience with multiple programs and the ability to type.

Responsibilities

• Serve as the initial contact for dealership personnel and vehicle owners.
• Provide timely and accurate responses to customer inquiries at Level 2 support.
• Investigate issues thoroughly and coordinate with internal teams.
• Document customer interactions and follow up to ensure satisfaction.
• Identify process improvements and assist in training new team members.
• Meet or exceed performance expectations including productivity and quality.

Skills

Customer service

Multitasking

Communication

Time management

System navigation

Reliability

Job description

Percepta LLC in Dearborn, MI is seeking a Program Liaison to provide Level 2 customer service and support for Ford Pro Vehicle Sales. You will respond to dealership and vehicle owner inquiries, document contacts, and coordinate with internal teams to resolve issues, while maintaining professionalism and high customer satisfaction.

The role emphasizes training new teammates and contributing to process improvements, with a starting hourly rate and a structured benefits package.