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, while also enjoying the satisfaction of being part of a unique culture.

The FSR+ Program Headquarters (PHQ) Dealer Support Specialist is a pivotal role 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 involves a blend of proactive outbound dealership engagement to schedule FSR+ product launches, and reactive inbound support to resolve complex inquiries and escape technical concerns to ensure accurate and timely resolution for Dealers and Field Personnel.

The Specialist will act as a key liaison, providing guidance, troubleshooting support, and dedicated coordination to ensure seamless FSR+ operations and exceptional dealer and customer experiences.

• Proactively engage with dealerships through outbound calls to assess dealership launch feasibility, coordinate launch timing, and support the successful implementation of FSR+/LSR+; in addition to ongoing adoption and utilization of the FSR+ platform.
• Demonstrate deep understanding of FSR+ product features, with the ability to clearly articulate product benefits to diverse audiences and drive dealer acceptance and engagement.
• Receive and expertly resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches concerning FSR+ product functionality, operational challenges, technical issues, and logistical coordination.
• Serve as a primary point of contact (POC) and subject matter expert (SME) for Ford/Lincoln dealerships and Field FSR+ Installation coaches, providing comprehensive support including review, triage and timely response to escalated inquiries related to issues and concerns regarding the Guest
  
  XP (legacy scheduling tool) and FSR+/LSR+.
• Conduct thorough review and triage of inquiries to resolve complex issues and maneuver effortlessly through various digital channels utilizing available resources to accurately process escalated inquiries for Dealer/Field.
• Document status of all interactions, issues, resolutions, and follow‑up requirements meticulously, ensuring data accuracy and comprehensive case management. Including appropriate outcome and follow‑up requirements and monitor progress of open cases.
• Collaborate effectively with Ford Product Managers, Ford Business Owners, vendors, and other internal support groups to elevate unresolved issues, share dealership feedback, concern resolution processes or technology barriers impacting program success and contribute to continuous program and product enhancements.
• Determine possible actions and/or best practices to resolve common escalation trends to improve customer experience.
• Act as SME (subject matter expert) and POC (Point of Contact) for Dealers and Field Personnel on both program and product inquiries.
• Develop and maintain professional working relationships with Ford Business Owners, vendors, and support groups.
• Serve as role model to the team in professionalism, information accuracy, dependability, and timeliness while understanding and adhering to all Percepta initiatives and policies.
• Demonstrate deep understanding of product features, with the ability to clearly articulate product benefits to diverse audiences and drive dealer engagement.
• Field ad hoc requests for assistance from the Ford Program team.
• Self‑Prospecting for new opportunities.
• Self‑Prospecting for new opportunities.

• Proactively engage with dealerships through outbound calls to assess dealership launch feasibility, coordinate launch timing, and support the successful implementation of FSR+/LSR+; in addition to ongoing adoption and utilization of the FSR+ platform.
• Demonstrate deep understanding of FSR+ product features, with the ability to clearly articulate product benefits to diverse audiences and drive dealer acceptance and engagement.
• Receive and expertly resolve complex inbound inquiries and escalations from…