Advanced Guides

Job Description

Job Description

Requisition Title: Advanced Guides (04F2X)
US-MI- DearbornDescription

Senior Ford App Specialist

At Percepta, we bring first-class service across each market we support. As a Senior Ford App Specialist in Allen Park, Michigan , 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 Senior Ford App Specialist builds and maintains trust as a skilled expert by providing superior knowledge and expertise for an innovative new program designed to assist consumers with mobility challenges. Senior Ford App Specialist will teach and guide guests and members through this savvy and innovative technological experience. Senior Ford App Specialist will act as an SME and assist other Ford App Customer Experience Specialists as needed. Member interaction, first and foremost, is to provide an exceptional experience for members to build a strong loyalty to the program. Senior Ford App Specialist will be focused on building relationships with their members and providing an outstanding experience where members are delighted.

During a Typical Day, You’ll
Assist with daily and monthly AAF content updates
• Assist with daily and monthly data pulls/reporting
• Monitor the agent knowledgebase application (AAF) for changes to content and suggest enhancements as applicable
• As needed, monitor real time adherence; ensure the guides are properly supporting the requested service level
• Handle supervisor cases/calls as appropriate
• Provide an exceptional client experience in every interaction.
• Provide insightful advice and direct support to members in need. Diagnoses of issues and provide resolution with teaching and guidance.
• Partners with legacy App owners for troubleshooting and resolution.
• Handles escalated issues and complex inquiries from the Guides. Problem solves with ease and provides swift resolution.
• Mentoring Guides as a subject matter expert allowing for development and team building among the group. Continuous refocus of teams to provide a quality experience for each member.
• Research and resolves billing or payment issues. Owns the member experience from the very beginning to the end. Making decisions on whether to escalate or how to address member issues so they are delighted and eager to continue to utilize the program.
• Identifies and presents out of the box ideas and changes to Leaders through key metrics, including member and employee feedback to ensure this program is second to none.
Systems Support
• Collaborate with multiple IT teams in the development of new system enhancements.
• Perform user acceptance testing of system enhancements.
• Respond to inquiries regarding system errors, functionality, and enhancements.
• Propose new enhancements based on observations, and experience with the applicable processes.

What You Bring to the Role
• High School Diploma required. Associates Degree or bachelor’s degree preferred.
• Minimum 3-5 years’ experience in training, public relations, public affairs, sales, marketing, customer service, or any combination thereof.
• 1 to 3 years of experience in an in-person or retail customer relation experience preferred

What You Can Expect
• Competitive Salary with Incentives
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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

• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
• Exceptional customer service
• Automotive Industry
• Cutting edge technology
• Communication
• Excellent communication skills – both verbal and written word
• Passionate and confident over the phone or on video chat
• Comfortable with twitter, email, text, or any written form
• Savvy and demonstrate creative solutions
• Present a professional and polished yet friendly
• Speed and accuracy when typing
• Ability to sway the opinion of others through verbal and/or written correspondence
• Ability to adapt communication style to fit the style of others
• Ability to diagnose issues quickly and resolve with patience and empathy
• Demonstrated ability to interject personality into written content without crossing professional boundaries • Lives the program’s values and demonstrates these when dealing with consumers and internal colleagues
• Eager to work in a positive team environment where everyone pushes each other to work to a high standard and perform to the best of their ability to delight their clients
• Strong customer service, interpersonal and relationship-building skills • Ability to provide SME experience to fellow colleagues
• Savvy with the use of technology, software, and social media applications), while continuously keeping up with current technology trends.
• Ability to work well under pressure
• Active listening skills
• Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
• Self-sufficient, resourceful and works well with minimal supervision
• Coaching and mentoring skills

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta 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 we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.
#LI-onsite

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, as a condition of employment. Percepta is an Equal Opportunity Employer.