Dealer Experience Specialist; Hybrid

About the role

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 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. The Specialist will:

• Proactively engage with dealerships through outbound calls to assess launch feasibility, coordinate timing, and support ongoing adoption of the FSR+/LSR+ platform.
• Demonstrate deep understanding of FSR+ product features, clearly articulating benefits to diverse audiences to drive dealer acceptance and engagement.
• Receive and resolve complex inbound inquiries and escalations from dealerships and Field FSR+ Installation coaches regarding product functionality, operational challenges, technical issues, and logistics.
• Act as the primary point of contact and subject‑matter expert for Ford/Lincoln dealerships and Field FSR+ Installation coaches, reviewing, triaging, and responding to escalated inquiries related to the Guest
  
  XP legacy scheduling tool and FSR+/LSR+.
• Document status of all interactions, issues, and resolutions, ensuring data accuracy and comprehensive case management.
• Collaborate effectively with Ford Product Managers, business owners, vendors, and internal support groups to resolve unresolved issues and share dealership feedback for continuous program and product enhancements.
• Determine best practices to resolve common escalation trends and improve customer experience.
• Field ad‑hoc requests for assistance from the Ford Program team and self‑prospecting for new opportunities.

• High School diploma required.
• Associate’s degree or 2+ years of college preferred.

• 2+ years’ experience in a contact center preferred.
• Experience with dealership operations and/or automotive experience required.
• Experience with dealer service department processes is a significant plus.

• Expert problem solving and critical analytical thinking.
• Technical proficiency with Microsoft Office and ability to run multiple window applications simultaneously.
• Strong oral and written communication, presentation, and persuasive salesmanship skills.
• Professionalism, confidence, positive attitude, and proactive, driven initiative.
• Excellent time‑management, organizational, and multi‑tasking skills with the capacity to prioritize effectively in a fast‑paced, high‑volume environment.
• Good attendance and punctuality.

• Employees within 45 miles of Allen Park Operations Center will work in a hybrid status with a minimum of 3‑4 days onsite.
• Position requires ability to work remotely (if necessary) in a home environment that promotes success at least 1 day per workweek.

• 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 programs (Percepta College).
• Employee rewards program (Perci Perks).

Percepta is a proud equal opportunity employer. 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 its global teams.