Dealer Experience Specialist (Hybrid)

At Percepta, we bring first‑class service across each market we support. As a Dealer Customer Experience Specialist in Dearborn, MI you’ll be a part of creating and delivering amazing customer experiences. What You’ll Be Doing The FSR+ Program Headquarters (PHQ) Dealer Support Specialist is responsible for driving the successful launch and optimization of the Ford | Lincoln Service Reservation+ online service scheduling tool with Ford and Lincoln dealerships. This role blends proactive outbound dealership engagement to schedule FSR+ product launches with reactive inbound support to resolve complex inquiries and elevate technical concerns, ensuring accurate and timely resolution for Dealers and Field Personnel. Typical Day Proactively engage with dealerships through outbound calls to assess launch feasibility, coordinate timing, and support the implementation and ongoing adoption of FSR+/LSR+. Demonstrate a deep understanding of FSR+ product features and clearly articulate benefits to diverse audiences, driving dealer acceptance and engagement. Expertly resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches regarding product functionality, operational challenges, technical issues, and logistical coordination. Serve as the primary point of contact (POC) and subject‑matter expert (SME) for dealers and Field FSR+ Installation coaches, including review, triage, and timely response to escalated inquiries about the GuestXP legacy scheduling tool and FSR+/LSR+. Conduct thorough review and triage of inquiries, maneuvering through various digital channels to accurately process escalated inquiries for Dealer/Field. Document status of all interactions, issues, resolutions, and follow‑up requirements, ensuring data accuracy and comprehensive case management. Collaborate effectively with Ford Product Managers, Ford Business Owners, vendors, and internal support groups to escalate unresolved issues, share dealer feedback, and drive continuous program and product enhancements. Determine best practices to resolve common escalation trends and improve customer experience. Act as SME and POC for Dealers and Field Personnel on both program and product inquiries. Develop and maintain professional relationships with Ford Business Owners, vendors, and support groups. Serve as a role model in professionalism, accuracy, dependability, and timeliness while adhering to all Percepta initiatives and policies. Field ad hoc requests for assistance from the Ford Program team. What You Bring To The Role Education High School diploma required Associate’s degree or 2+ years of college preferred Experience 2 or more years’ experience in a contact center (preferred) Experience with dealership operations and/or automotive (required) Experience with dealer service department processes is a significant plus Skills Expert problem solving: investigate and resolve complex issues using sound judgement. Technical proficiency: computer navigation, typing skills, and ability to run multiple Windows applications simultaneously. Professionalism, confidence, and a positive attitude. Proactive and driven: initiative, persistence, and self‑motivation to identify opportunities and execute solutions independently. Effective communication: ability to interact with customers, managers, and co‑workers; participate in meetings with upper management. Strong oral and written communication; good presentation skills. Critical and analytical thinking, time management, organizational and problem‑solving skills. Organizational and multi‑tasking: prioritize effectively in a fast‑paced, high‑volume environment. Results‑oriented: enthusiastic, committed to achieving program goals and enhancing dealership performance. Good attendance and punctuality. Ability to handle objections and rebuttals while adjusting to customer concerns. Persuasive communication and salesmanship: effectively sell the benefits of FSR+ to dealerships. Self‑prospecting for new opportunities. Other Requirements Employees within 45 miles of Allen Park Operations Center must work hybrid (minimum 3–4 days onsite). Must be able to work remotely (minimum 1 day per week). What You Can Expect Pay rate of $18.50 per hour Health/Dental/Vision/Life insurance 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 (Percepta College) Employee rewards program (Perci Perks) Location and Work Arrangement Dearborn, MI. Hybrid or remote (minimum 1 day per week) with onsite requirement for those within 45 miles of Allen Park Operations Center. Equal Employment Opportunity Statement 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. #J-18808-Ljbffr Percepta