Program Liaison: Elevate Customer Care & Escalations

Percepta LLC; Dearborn (MI); Hybrid; USD 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

FSA & HSA

401(k) with match

Paid time off

Tuition reimbursement

Employee assistance program

Employee discount program

Percepta College

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Kenntnisse

Customer service

Multitasking

Communication

Time management

System navigation

Reliability

Jobbeschreibung

Requisition Title

Requisition Title

: Program Liaison (Internal only) ( 04E83 )

US-MI-Dearborn

At Percepta,we bring first-class service across each market we support. As a Program Liaison inDearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoyingthe satisfaction of being part of a unique culture.

What You’ll Be Doing

The Program Liaison is the initial contact for dealership personnel and vehicle owners. The Program Liaison listens to customer inquiries and provides an accurate and timely response to the customer. This position functions as a Level 2 Customer Service role, supporting escalated concerns from Level 1 Customer Service representatives. The Program Liaison is expected to investigate issues thoroughly, coordinate with internal teams as needed, and ensure a high level of customer satisfaction through professional and efficient issue resolution.

During a Typical Day, You’ll

• Perform all Customer Care responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous, and accurate information including:
• Accurately respond to customer inquiries.
• Document customer contacts.
• Initiate outbound contacts as appropriate.
• Provide online support for applications.
• Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Senior Business Analyst, Team Leader, or Manager.
• Meet or exceed performance expectations including but not limited to productivity, accessibility and quality assurance.
• Adhere to and support all Percepta and client initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Act as a mentor to less experienced teammates which include:
• Training new team members.
• Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst and/or Team Leader.
• Demonstrate leadership capabilities.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks and projects as needed.

What You Bring to the Role

1–2 years of experience in Ford Pro Vehicle Sales Support Required

• Computer skills: experience working with multiple programs, ability to type.
• Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer with accurate information.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and co-workers.
• Strong written and oral communication.
• Time management and organizational skills.
• Willingness to take on new assignments.
• Reliability.
• Ability to multitask.

What You Can Expect

• Starting hourly rate of $18.50
• 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)
• Hours of Operation:Monday thru Saturday: 8 am to 8 pm

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 themeveryday. 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, fosters 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.

CareerGrowth – 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.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

From its inception, Percepta LLC has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market wesupport.